The Customer’s Voice Creates Opportunities in the Experience Economy

A world of increasingly empowered consumers is putting greater pressure on businesses to deliver content-rich, personalized commerce experiences.


451 Research data has found that companies with a mature outlook on digital technologies are dramatically outpacing their peers in using data to influence experiences. Participating in the ‘experience economy’ means businesses must become more data-driven, with an architectural shift leading to investment in new customer data infrastructure technologies to unify the journey, especially voice-of-the-customer (VoC) tools.


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