By 2017, 50% of consumer product investments will be redirected to customer experience innovations, according to new Gartner research. What’s more, the research says that by 2016, nearly 90% of companies believe that customer experience will be their primary basis for competition.
“In many industries, hyper competition has eroded traditional product and service advantages, making customer experience the new competitive battlefield,” Jake Sorofman, research director at Gartner, said in the report. “This is no....