The digital explosion and the acceleration of innovation have a profound impact on the expectations of customers. The customer of 2020 will be more informed, more technophile and in charge of the experience he will receive. He expects companies to know his individual need, personalize the experience and offer proactive support.
We live in the customer era, they know more and expect more. New priorities will emerge for companies. Who will resist in the year 2020? Undoubtedly, it is the most advanced companies - those who consciously work to anticipate future needs and create an experience that values clients.
Companies that give themselves time or are unaware of this evolution, that is the transition from the Customer Relationship to the Customer Experience will not survive. They must adapt or fail.
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