AMA Marketing News looked at 10 industries to find out how CX is evolving. What we found: More technology, more speed and higher expectations will force companies to evolve or be left behind.
If you want to know what the future of customer experience will look like, just picture today’s customer journey with more speed, better technology and higher expectations.
Today’s customer already expects quick delivery, more shopping options and instant responses from companies. Customers are so used to great customer experiences that 32% say that they’ll walk away from a brand—even a brand they love—after just one bad experience, according to a 2018 analysis by PwC.
But what will the expectations be for traditional touch points like in-store retail, new technology like artificial intelligence and new services like ride-share apps?
AMA Marketing News spoke with 10 customer experience experts to learn what we can expect over the next decade.
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ABOUT THE AUTHORS:
Sarah Steimer and Hal Conick are staff writers for the AMA’s magazines and e-newsletters. They may be reached by e-email at [email protected] and [email protected] or on Twitter at @sarah_steimer and @HalConick.