Fourth Industrial Revolution and Customer Experience Management

Fourth Industrial Revolution and Customer Experience Management

According to the World Economic Forum, the Fourth Industrial Revolution is referred to as a fusion of technologies that is blurring the lines between the physical, digital and biological spheres.

In this Industrial Revolution, data is a key factor. Data, turned into insights, reveals details about specific consumer demographics that businesses can use.

One example of this Revolution is the fact that businesses can easily get the sentiment of its consumers through gathered feedback on social media.

Another example is how mobile applications and websites disrupted the way work. It’s like riding a taxi you hailed through an app. It’s like booking for a guesthouse without the intervention of a third-party. It’s much easier to take charge of the things you want to do nowadays.

How does this affect a business’ Customer Experience Management process? 

First, businesses tend to app-ify their processes or place them online – their shop, their environment, the products they have in stock or the services they currently offer.

Second, businesses can now determine what the consumer wants one-by-one using analytics and recorded behavior.

Lastly, businesses have more control over how they personalize each communication with the consumer.

There’s more to the Fourth Industrial Revolution that Customer Experience Management professionals will uncover. Are we game to face what’s next?


This year’s Customer Experience Management Conference will be graced by Pauline Pangan of AFDigital as she discuss the Customer Journey in the Fourth Industrial Revolution.

As the founder of AFDigital and a Salesforce Gold Consulting Partner, Pauline helps make smarter customer journeys for various local and international companies.

This is aside from the stellar roster of speakers that will make up the two days of this year’s event, which aims to gather Customer Experience professionals from all industries.


Join the 8th Customer Lovefest Conference this November 14-15 at Tower Club Makati. For more information, contact Ex-Link Events at (+63 2) 8633-0153 / 8633-0088, +63 920 924 2532 / +63 920 981 4376, info@exlinkevents.com or facebook.com/customerlovefest.

Register for the Customer Lovefest here

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