Customer Experience and Digital Disruption

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 experience’.

Established brands need to innovate and re-invent themselves to compete in a rapidly changing business and consumer environment. CX Focus is for executives and managers, not just marketers, 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 CX Focus is a forum to explore the key issues around customer experience and digital disruption.