The Customer of the Future

Blake Morgan

Hard Cover

Barcode: 9781400213634

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Learn how to adopt ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective, to keep up with the demands of the customer of the future.Amazon has led the change in customersÕ expectations on how, when, and where they shop and make their purchasing decisions, while innovators like Netflix, Apple, Sephora, and Spotify have altered what we expect from the products we purchase. Technology has largely fueled these disruptions, and many traditional brick-and-mortar companies have gone bankrupt as the tried-and-true business models they built themselves around disappeared.Customers in the future will insist on experiences that make their lives significantly easier and better. The companies that will win their business will adapt, not by just proclaiming that customer experience is a priority but by embedding a customer focus into every aspect of their business. TheyÕll understand how emerging technologies like artificial intelligence, automation, and analytics are changing the game and implement a strategy to integrate them into their products and processes.Customer experience futurist Blake Morgan explains how todayÕs customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that donÕt meet these new expectations wonÕt last. The Customer of the Future will show you how toLearn the ten defining strategies for a customer experience-focused companyImplement new techniques to shift the entire company from being product-focused to being customer-focusedGain insights through case studies and examples of how the worldÕs most innovative companies are offering new and compelling customer experiencesCreate a leadership development and culture plan for your organization, to create lasting change


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