The Continued Evolution of the Customer Experience Stack

The Continued Evolution of the Customer Experience Stack

The customer experience stack has undergone transformations in the last 15 years and will continue to change in the future. One thing remains constant though: the focus on the customer PHOTO:
hawjin jami

The biggest change in customer experience since the mid-20th century undoubtedly has been the introduction of choice. Gone are the days when consumers in certain areas had just a single department store, bank or car dealership to choose from, and only one telephone provider to choose. People have so many options today that they are often afflicted with “analysis paralysis” or “FOBO” — fear of better options. 

The question now becomes, how…

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