How Baby Boomers learnt to demand the same high levels of experience as Millennials, what we can expect from tomorrow’s consumer – and how to survive the transition.
The biggest challenge faced by customer experience professionals today is the changing and increasingly high expectations faced by their frontline staff. A new generation of customer expect instant solutions, 24/7 availability, digital and mobile access, flexibility and efficiency. Regardless of what you sell, you’re selling an experience.
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