XT … The Future of Customer Experience
In a hyper-competitive experience economy where consumers are digitally-empowered, yet feel forever time-starved, there’s a fundamental choice to make with your Customer Experience strategy.
At any particular moment, you must decide if your brand’s offering is a stepping-stone on the way to experiences or if you are providing the experience itself.
To frame it another way: at every encounter you must ask whether you are saving the customer’s attention or seizing it.
The answer to that question may change over the course of the customer journey, yet the challenge remains constant. Fail to do either and you’ll end up wasting it – and wasted attention is unforgivable and unsustainable.