5 Ways the Customer Experience Stack Will Evolve in 2018

5 Ways the Customer Experience Stack Will Evolve in 2018

Customers aren’t looking to be wowed, they just want an effortless experience. Improving your CX stack with these tips will make it possible PHOTO:
Isai Ramos

It’s a common misconception that customers want to be dazzled with magical, over-the-top customer experiences. Matthew Dixon’s excellent book “The Effortless Experience” debunks that myth, providing exhaustive research demonstrating that customers don’t actually want to be “wowed” — they just want easy, frictionless service at every interaction.

That sounds simple, but it presents a big challenge for most IT and customer experience leaders. Truly frictionless customer experience…

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