“You can have any color you want as long as it is black.” History attributes this famous quote to Henry Ford referring to the production of his famous Model T automobile. While there is skepticism regarding whether he actually said this, it serves as an interesting contrast to today’s customers. It’s clear the days of “build it and they will come” are long gone.

Today the customer is in charge. Companies spend significant resources to understand their needs, desires, wants, and preferences. We have transitioned from a “make-and-sell” model to a highly sophisticated “sense-and-respond” model. What’s more, customers expect companies to keep up with their shifting demands month by month, day by day, and minute by minute.

This is why we consider adaptability to be one of the trends driving CX evolution.

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How To Build a Customer-Centric Culture Within Your Business

Culture is part of an organization’s DNA. Every company has a culture driven by its mission, vision, and values. These principles guide how team members behave inside the workplace. A business’s expectations, experiences, and operating philosophy all stem from its culture.

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Data Integration: Integration and Accessibility of all Customer Data Sources to Understand Their Needs and Guide Company Actions

As a CX professional, one way you can improve your program is by making certain you can access, integrate, analyze and use all your data to make better informed decisions about how you deliver experiences to customers and employees. Sounds easy, right? But with silos and tech platforms that don’t connect, accessing and using all your data can be tougher than you’d expect.

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