Why you want to own the customer experience
No matter what business we are in, we must own the customer experience.
We live in a world now where our expectations, as customers or consumers has changed dramatically from those we had 20 years ago. The digital economy has contributed to this and largely facilitated it.
New technology facilitates all this change. Artificial intelligence, machine learning, and mobile are a few dominant forces that essentially reshape our expectations as consumers; everything is hyper personal now.