“The main focus should be on a more personalized experience, proactive and fast customer service.”
Anja Wagner, social media marketing specialist
The mobile revolution has raised consumers’ expectations of how they communicate — not just with each other, but also with companies of all sizes. Today, customers expect a consumer-like experience in all of our interactions — whether buying a $30 Bluetooth speaker or a $1 million home.
How are organizations responding to this new mandate? We asked customer experience thought leaders what organizations are doing — and what they should do — to capitalize on this disruptive shift in how customers interact with business.