As customer experience becomes an even greater differentiator among brands, its importance has soared in recent years. Research by customer experience consultancy Walker predicts that by 2020, CX will overtake price and product as a company’s primary differentiator. It’s no wonder that building a customer-driven culture and “experiential mindset” is on the minds of today’s marketers and customer care professionals.
For Lionbridge CMO Jaime Punishill, customer experience takes on added meaning....