Since the art and science of Customer Relationship Management (CRM) emerged in the 1990s, CEOs around the world have invested hundreds of billions of dollars to improve the Customer Experience (CX). The goal? To create performance advantages in revenue generation, customer retention and brand loyalty that cannot be replicated by competitors.

After decades of capital expenditures, few have succeeded—their reach always exceeds their grasp. Studies by many global think tanks show that the majority of CEOs are not satisfied with the ROI of their investments. Why is this so? This use case provides the answer. It shows that due to recent advances in CX, marketing and data management technologies, the pursuit of world-class CX, as desired by the C- suite, is now within reach. In this short report, we show you our approach, our solution and the breakthrough we are implementing today to create a truly sustainable competitive advantage in CX.