Forecast: Self-Assembling Application Bundles Will Manage Customer Experience
Customer Experience Matrix
MARCH 13, 2017
Consumers are increasingly open to trying new things, having been trained to do so and seen benefits from previous new things. I’m also sure you see how this relates to ideas that neither vendor mentioned directly, such as the increasing value of rich customer data, importance of accurate identity resolution, role of brands in creating trust, and natural tendency of consumers to do everything through a single mega-service.