5 trends shaping the future of customer experience in 2020
I predicted the growth of digital transformation. Clearly, things are always changing and evolving, and it’s up to us to keep up.
Thoughtfulness comes from having a customer-centric mindset where everyone is obsessed with providing the best service and solutions for customers. That expands to a thoughtful culture towards employees where they feel valued and have the tools they need to do their jobs. In those cultures, employees at every level know how their work impacts customers and the overall goals of the company.
Many products and services are turning into commodities. Retailers often still compete on price, but it won’t be enough to save them in the long run. Instead, the focus is shifting to offering a great experience instead of focusing solely on the products. Brands have numerous options when it comes to
I recently heard a story from a former Sears executive who recalls a time when the former CEO would pit leaders against each other in competition for resources. The culture was competitive and closed. We can see what happened to Sears and the downward slope it has been on for years. Culture is the most overlooked piece of customer experience strategy.
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