Customer experience for competitive advantage

This whitepaper looks at how organisations can create competitive advantage by developing a differentiated customer experience online.

 It covers:

  • Problems with current perceptions of user experience as a tactical discipline
  • Socio-economic factors which are putting increasing emphasis on digital customer experience: market aggregation; falling technology costs; brand advertising return-on-investment
  • Three workstreams for developing a differentiated customer experience
  • An approach for creating a vision for customer experience

Download 'Customer experience for competitive advantage' (PDF)

Author: Tom Wood

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