The digital era has profoundly redefined the customer experience (CX). Customers crave immediacy and companies need to rise to the challenge by increasingly anticipating customer need and engaging them with hyper-personalized and immersive experiences.
A few companies like Disney and Amazon are leading the charge. However, the vast majority of organizations are playing catch-up – more than 50% of organizations are redirecting investment toward experience innovation, as this article shows.
In today’s digital era – the experience has become the product
The emergence of 5G technology is a major technology catalyst that will accelerate improved customer experience. In fact, according to a Deloitte study, more than 80% of networking executives believe it will transform their organization within three years, and only a few less say the same about their industry.