Photo Source: Digital Trends
Emerging technology is transforming the world economy and disrupting established business models. Speech, the Internet of Things, Augmented and Mixed Reality, Artificial Intelligence and Machine Learning are the primary emerging technologies responsible. Customer experience is rapidly becoming one of the main differentiators for companies in the digitally driven economy. CX disruption is inevitably connected to the digital economy, and accelerated by the transformation of technology continuously impacting consumer expectations and behavior. Consumers demand frictionless experiences, they are empowered by disruptive technologies and devices that immerse them in a world of digital connectivity. Customer expectations are driven by the digital experiences they enjoy and expect everywhere. Consumers evaluate these experiences following precise standards, regardless of the industry; all businesses compete against each other to establish a satisfying relationship with customers through a compelling digital experience. According to market research firm Gartner, 89% of companies will be competing on the basis of customer experience.