According to a study by customer experience consulting firm Walker, customer experience (CX) will be the brand differentiator over product and price by 2020. In fact, Forrester found that a company’s revenue could increase significantly when its CX index score rises.

In other words, customer experience (CX) is quickly becoming the ultimate differentiator. Handle it well and your business stands to gain. Fail to manage it just right and you can severely hurt your reputation and bottom line.

So how can you capitalize on the customer experience opportunity rather than see it contribute to your downfall?

Read this article to find out. We explain three common contact center mistakes that undermine the customer experience – and how to avoid them.