With the steady rise of the "age of the customer," customer experience (CX) has become the new marketing battlefront. In fact, according to a Walker study, CX will overtake price and product as the key brand differentiator by 2020. 

Due to the increasing popularity of hyper-personalized, on-demand services like Lyft and Airbnb, consumers have become accustomed to and now expect seamless, high quality interactions and...