Source:-yourstory.com Customer experience has become the defining battleground for leading consumer businesses. Customers 2020: A Progress Report by Walker states that 86 percent of consumers are willing to pay more for great customer experience and, by 2020, customer experience will overtake price and product as the key brand differentiator. Consumers now look for seamless ‘digital first’ experiences and want to interact with brands over messaging channels like WhatsApp, Facebook Messenger, Apple Business Chat and SMS. However, many established businesses are