The on-demand digital economy and the higher-than-high standard set by companies like Amazon have created a new kind of consumer -- a NOW Customer. They are always on (and always online) and expect rapid resolutions and engaged interactions from their brands at all times and across every touchpoint.

Here's the tough truth: Most CX leaders have been unable to keep up. The result has been lost revenue, market share, and internal regard for their programs from colleagues and executives.

But it doesn't have to be this way. There are a handful of companies that are shedding light on what exceptional CX looks like in the era of the NOW Customer. They are consistently empowering their organizations to eradicate neglect, turning consumers into buyers, and buyers into five-star fans.

They are the leaders of the NOW CX movement.

The Simplr team has worked and spoken with dozens of such leaders. Simplr CEO Eng Tan and CMO Daniel Rodriguez have distilled their insights into a blueprint for how CX leaders can leverage innovations in technology, alternative ways of working, and new CX programs to be a part of the NOW CX movement. Experience Is Everything is that blueprint, and it is essential reading for any business leader looking to transform "customer-first" from a slogan into a reality.

About the Authors

Eng Tan is CEO of Simplr, a company that is redefining the way brands deliver CX. Prior to starting Simplr, he was at Asurion, the largest global consumer tech care company, and Booz Allen Hamilton as an operations and strategy advisor to the Fortune 500. Eng resides in Boston.

Daniel Rodriguez is an experienced marketing executive, entrepreneur, family guy, and musician who uses daily meditation to manage life's intense moments. He currently is the CMO at Simplr, where he's leading a team that is redefining the way brands deliver customer service. Before Simplr, he served as VP of Marketing for Seismic. A native of Cleveland, he's been a Bostonian since earning a BA from Harvard and an MBA from the MIT Sloan School of Management.

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