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    What is Customer Experience (and why is it so important)?


    “Customer experience is the new marketing.” – Steve Cannon, Mercedes Benz USA President and CEO. Customer experience is not the ‘next big thing’ it’s THE BIG thing and it’s here to stay so listen up. A recent study suggests that by 2020 Customer experience will overtake price and product as the key brand differentiator. That’s epic! You might be thinking “what exactly is customer experience and why should I care?” Well, I’ve heard a few definitions…. “In commerce, customer experience (CX)…

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