HBR report: Closing the customer experience gap

How IT and business can partner to transform customer experiences


Top-performing customer experience requires a single source of customer intelligence, according to Harvard Business Review (HBR) Analytic Services. HBR surveyed 680 executives to find out what sets customer experience leaders apart. The study revealed 13% of businesses have the necessary technology systems in place to create a single view of the customer.

Download the HBR report to learn:

  • Why leaders point to integration as the key to providing superior customer experience.
  • Top barriers preventing 87% of companies from creating a single view of the customer.
  • Technologies and digital strategies that set top-performers apart from the rest.

This report was brought to you in collaboration with Salesforce Platform.