A Colossal Shift in Customer Experiences: Get Ready for the Revolution
Today’s businesses preach the virtues of ‘putting customers at the heart’.
Yet we continue telling customers what to do. After all, customer journeys are fundamentally designed to drive ‘audiences’ to our nominated ‘destinations’.
The catalyst to delivering real change is the customer-led journey. This powers ‘individualised’ customer experiences, shifting our approach from being brand-prescribed to customer-driven.
Customer-led journeys are changing the thinking (and fortunes) of businesses across the world. In this informal discussion, we explore what it really means to step beyond the ‘customer-centricity’ hyperbole and practice what we preach.