Companies across the board are facing a sea of change
The terms “the new customer experience”, and “the new empowered customer” are being used with abandon at the moment. The questions astute business need to ask are:
how much of this is hype, and how much of it is going to be crucial for future business survival and sustainability.
Customers want a single experience across all channels.
Mobility is a non-negotiable for effective CX.
The physical and the digital are converging.
Pay per use, instead of buying expensive software.
Harness the power of Big Data.