October 24, 2013


Customer Centricity : In five years, what will fundamentally change the customer experience as we know it today? (MIT Technology Review Custom, October 24, 2013)

Empowered by technology, transparency, and an abundance of information, today's consumers are dictating new terms of modern commerce. They want their voices to be heard. They insist on transacting across multiple mediums. And they expect their needs to be anticipated. They are a demanding lot, and when their needs are not met, they will not hesitate to patronize a competitor, or broadcast their displeasure to everyone they know (and even some they don't).

Not surprisingly, this customer revolution is driving change deep throughout the value chain of most product and service providers. Perhaps that's why, in response to our question about what will fundamentally change the customer experience as we know it, @ashulman2600 responded simply, "Just about everything."

Indeed companies are dedicating entire teams to studying this customer phenomenon, even appointing chief customer officers to lead the charge. And the number-one weapon at their disposal is, without question, data. "I think real intelligence about the customer will be applied to every transaction, experience and interaction," responded @robfinley. "Big Data will be at the core."

Posted by at October 24, 2013 8:03 PM

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