Digital disruption refers to changes enabled by digital technologies that occur at a pace and magnitude that disrupt established ways of value creation, social interactions, doing business and more generally our thinking.
Today’s customers don’t care about whether they’re interacting with the sales, service or marketing department. To them, there’s only one brand, and they want to be recognised across every interaction as the same person.
To deliver that kind of seamless customer experience on the front-lines, brands need to unify their teams and technologies on the back-end as well. Instead of simply relying on the marketing department brands must progress towards building a ‘customer experiences’.
Why we need CXFocus
Established brands need to innovate and re-invent themselves to compete in a rapidly changing business and consumer environment. CXFocus is for executives and managers, who need to understand digital disruption and how it’s reshaping the type of relationships brands have with their customers.
By providing the latest news, special reports, case studies, blogs, videos, and a host of other content CXFocus is a forum to explore the key issues around customer experience and digital disruption.