CHAPTER 13The Future of the Customer Experience

Within the next two years, you will design customer experience into every product or solution that you develop. That means when you are at the early stage of defining the product requirements, you will have the help of people who are very experienced in customer experience, as well as the customers themselves.


WHEN IT COMES TO CUSTOMER EXPERIENCE (to borrow a sports and management analogy), it pays to skate to where the puck is going, not where it has been—or at least, to try to do so.1 No one can predict the future, but keeping an eye on what lies ahead will inform you of how well your present-day plans will hold up to the needs of the future. Evolving the customer experience ...

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