The Future Of Customer Experience
Technological, social and cultural drivers are rapidly converging to upend traditional business models, while a raft of smaller, more nimble players are emerging as disruptors of the status quo - bringing with them a new baseline of customer experience expectations.
As we approach 2020, we’ve taken a step back to look at what this means for tomorrow’s businesses - extracting Three Drivers of Change and Nine Individual Trends shaping the Future of Customer Experience.
Explore:
The End of Loyalty; As obsolescence becomes the new norm, and adoption picks up pace and instant gratification is at an all time high, how do we design for the end of customer loyalty?
Consumers Take Control; With information overload, increasing focus on community as the source of truth and the era of personalisation well and truly here, how do you design for customer experience in a world where consumers are in control?
The Death of Shopping As We Know It; In an era of exploration, invisible transactions and frictionless experiences, how do we prepare ourselves to thrive with the death of shopping as we know it?
Your blueprint for thinking differently, it’s packed with thought starters, case studies and provocations to help you challenge assumptions and spark fresh ideas.
Download a snapshot of the report for some quick inspiration (Instant Gratification in action!) or get in touch to access the full report and find out how we can help you future-proof your Customer Experience – for 2020 and beyond.