The hardest thing for competitors to copy is the customer experience you create. And engaged employees are the most dynamic and influential force in creating superior customer experiences. While 80% of executives say they want to use customer experience management (CEM) as a form of differentiation in 2010, only 11% would call their CEM approach “very disciplined”. This mis-match of intentions and capabilities reveals a huge opportunity for sustainable differentiation – if your company is one of the few that is willing to adopt a disciplined approach. Employee engagement correlates with customer engagement. Examples from JetBlue, Applied Materials, EMC. From the blog Customer Experience Optimization: at http://clearaction.biz/blog (7:10).