The New Rules for a Tech-Empowered Customer Experience
Whether you like it or not, your customers aren’t the same as they were five years ago. And in the next few they’ll transform again.
The vast majority of people have accepted this now, with 90% of the business leaders we surveyed expecting a shift in customer behaviour in the next five years. And so much of this change is driven by the evolution of technology.
Insight recently commissioned some research, surveying over 200 senior business leaders from companies with 500+ employees across the UK in order to better understand their hopes and fears, challenges and opportunities with regards to their customers, as well as the role technology plays in underpinning these. So how do business leaders feel about all this? Are they worried? Are they ready for what’s ahead? The results have been eye-opening.