In this interview with Brian Solis, who is “globally recognized as one of the most prominent thought leaders in digital transformation and innovation,” we learn about the importance of great customer experience in a company.
He says, “Companies change for one of two reasons: one is because you have a leader who recognizes the Aha! moment or you have management that recognizes the Uh-Oh moment. Itâs almost like Netflix v. Blockbuster or Amazon v. Borders â thereâs this understanding of how customers are changing, and then companies become customer centric in their efforts to develop new CX strategies.”