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Customer Experience (CX) in it’s core has first off all the purpose to be there for the customer. Money is not the point the customer is interested. This is different if we look into companies.
We are in the middle of an evolution. It started with digital transformation, came to customer experience and now it’s heading to the time after empathy. Let’s have a look at the evolution and see what’s next.
Change happens all the time. Sometimes it is more seem than be. Speed is great, but sometimes this will let us to forget the foundation of what we are doing, the foundation of being and business at the same time. Here is a little story to think about…