For companies that want to remain competitive in the modern ecosystem, customer experience is a growing concern.

According to Gartner, starting in 2016, companies will compete primarily on a basis of CX rather than product offerings.

But as much as organizations talk about CX, there’s a gap between the vision and the actual experience delivery. In fact, while 73% of companies consider CX a top priority, only 1% of companies deliver an excellent experience.