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.