The Customer Experience of the Future by Jessica Ekholm
Greater competition and growing user power have eroded traditional product- and service-based differentiation. Many businesses see the customer experience (CX) as a sustainable source of competitive differentiation.
In addition, disruptive tech such as AI (artificial intelligence), bots and VPAs will enhance and become integral parts of our future day-to-day customer experience. AI is increasingly becoming an important investment strategy for large personal tech vendors and is a key theme of start-ups in 2016 and 2017. Technology strategic planners need to rapidly invest in these areas to make sure they are ready to offer the smart, intelligent and seamless experiences users will become more accustomed to. ... "
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