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Consumer experience (CX) is king, and brands that are slow to recognize this are losing market share to those that do. “The challenge: use new technology with purpose to make the experience feel more human – without creating frustrations for customers and while empowering employees.”

Consumer experience analytics offers ways to master this challenge, but brands are mostly taking tentative steps toward adoption. And at the rates many are evolving, they’re quickly finding themselves falling behind category leaders, and scrambling to piece together the mishmash of tools to keep up.

Based on a comprehensive survey of North American top brands and agencies, this report shares the current state of consumer experience, including detailed charts and statistics, and provides best practices to move you along in the journey to adopting CX.