The customer experience has transformed significantly over the last century. From 1900 until the 1960s we saw the age of manufacturing, where mass distribution of products eventually ushered in the age of distribution to serve a global economy of buyers. By the 1990s, computer and internet communications graced us with the age of information, where those holding the keys to unlock valuable consumer data rule supreme. Today, we’ve entered a brand new era of customer service: The age of the customer, which calls for technology and industry leaders to catch up to increasing customer demands. Innovations like virtual assistants, chatbots, drones, and self-service portals are beginning to play a huge role in meeting customer expectations. But before we can consider these tools successful, we must acknowledge that there is still plenty of room for improvement.
So, what will the future of the customer experience look like in 50 years? It’s always hard to speculate about these things, so first, let’s take a look at the rate in which the industry has developed, and try making a hypothesis from there. Continue reading
It seems like a simple question, but it comes with a complicated answer. Most organizations would pledge their goals accordingly, “Our mission is to provide the best possible customer experience to our customers”. There’s a huge problem with that statement. These organizations claim to focus on exceeding customer expectations, but aren’t very effective in executing their mission. While, some companies are doing a great job, but I’d bet my last dollar that most have not reached their goals. Why? Well that’s a simpler answer – lack of knowledge. 
