Customer experiences have evolved over the past decade with the emergence of multiple platforms of engagement. More than ever, consumers are showing that they are in charge while demanding modern and responsive engagement with the brands they shop. The best-prepared companies have implemented digital experiences to meet this demand. Not only do they enjoy higher profitability and repeat customers, they also lead their markets by example.

In this guide, we explore practical approaches to developing positive customer experiences and answer the following questions, along with others:

• How are modern customer experiences created?
• What are the impacts of good and bad customer experience?
• How does a good customer experience translate into the modern workplace?
• Where do digital experiences and business processes intersect?

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