The balance of power has shifted to the customer. Empowered by access to information and technology, control over the business relationship is now firmly in the customer’s hands. They have access to a vast amount of information and data available about not only your company, but also your competition. And competitors are actively taking advantage of this customer empowerment to lure your customers away. To keep your customers from being tempted by the competition, businesses need to strategically align and synchronize all customer-facing functions and consistently deliver the high value, business outcomes and exceptional experiences customers demand.