“In a world where products and services are becoming more and more commoditized, customer experience is the only true differentiator. That means that brands need to fight to stay relevant yet truly struggle to not get Blockbuster’d. It means that brands need to shift the focus onto the customer – and on keeping the customer.
So the trends I’m focusing on for next year are really the same as this year (and last year, and the year before that, and… ): ensuring that companies successfully design and deliver a better customer experience by first having several foundational elements in place.”
Read more from Annette Franz at CX Journey
