Today in the Age of the Customer, competitive advantage has been redefined. Customers are in control. They have more choices than ever before resulting in sky-high expectations. The ability to support a customer is keenly enhanced by a greater understanding of the customer's mood, communication style, and knowledge of the product or service in question. Customer experience managers can help track customer interactions for better customer experiences.

This Journey is based on real-time market information from Burning Glass Technologies and focuses on the role of the Customer Experience Manager within organizations.