CX Tech has Transformed the Way Brands Engage with Customers
Here at the CXApp, we decided to join the fun of “Pretend to be a Time Traveler Day” today. You’ll never guess what we decided to explore … customer experience, of course!
In our time travel journey, we couldn’t help but notice the ways businesses interact with their audiences has changed dramatically and continues to do so. Naturally, technology has played a big part in these developments. Yes, we’re talking about you, Amazon and Netflix. But the popularity of different customer experience practices also depends on prevailing consumer attitudes and ultimately, the human psyche.
On the other hand, some things stay the same. While technology has raced ahead, people have remained relatively unchanged. No matter how much time passes, the customer still desires to feel special and valued. The impression that they got away with a great deal doesn’t hurt either.
We may have moved past the quaint days when shop owners greeted us by name, asked about the family and remembered our preferences. But when we get the sense a company sees us as just a number, we’re quick to take our business elsewhere.
Now, step into our time machine and take a look at the three main stages of CX transformation: