Customer experience, like customer engagement, is a term that defines the white-hot space right now for marketers, much like CRM was in the late 1990s and early 2000s. But things are different now, as we live in what is described by Forrester and others as “The Age of the Customer.”
In this Age of the Customer, we have accelerated past the prime of mass marketing and, fortunately, there is no slowing down. Customers want (and increasingly expect) relevance....