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Using Operational CEM to Gain a Sustainable Advantage

According to Gartner research, 89% of companies today expect to compete on the basis of customer experience — up from just 36% in 2011. Competition is accelerating at an unprecedented rate, giving consumers more options than ever before. At the same time, customers have more and better information at their fingertips to inform buying decisions, driving expectations up across the board.

In this environment, companies must develop the agility to learn fast and innovate continuously — with customers at the center of their strategy. But how does one actually do this?

Our answer: Operational Customer Experience Management.

Hear from two of the architects behind this approach — John Abraham, GM of the Medallia Institute and Beth Benjamin, Head of Research at Medallia — on how to make it a reality. They will explore the four capabilities needed to gain a sustainable advantage by driving customer intimacy across large, distributed organizations.