Customer Experience is the new in thing and it’s entirely unavoidable.
Customer centricity is the hot new topic and its measure no longer falls solely on the Marketing Departments lap! As Jerry Gregoire (Dell CIO) says “Client experience is the new competitive battleground”. Indeed, customer experience is now being seen as a core differentiator when it comes to you and your competition. The challenge facing businesses looking to adopt a ‘customer centric’ approach lies in the blend of customers that are interacting with their products and services, and the individual (sometimes conflicting) expectations of each – how do you personalise the typically impersonal?