Disruptive technology and new business models look set to push more organisations into activities focused on customer experience. This echoes observations I have made for some time. However talking about enhanced experience is one thing, doing something about it is another? Will we see an end to language constrained call centres? increased opening hours for professional service firms? Lets hope so!
In response to the increasing threat of disruption by digital invaders, two-thirds of the CMOs interviewed said that developing deeper, richer customer experiences across all channels and touch points would be their top priority in coming years