February 4th, 2015
Business leaders, analysts and consultants are in consensus that customer experience is the core differentiator for just about every company, regardless of market or vertical. Customer experience drives sales, retention, profitability and even shareholder value.
There’s also very little dissent on the point that we’ve entered a time when everything is digital — the barriers between channels have blurred to the point that the distinction is no longer relevant. Going forward, digital experience refers to the ways digital technology shapes experiences, regardless of being online or offline.
The core issue facing digital experience isn’t the vision — it’s making it work.