Customer expectations are increasing faster than enterprises are acting.
It’s the reason businesses have been investing more in creating customer touchpoints. But as these investments grow incrementally, customer expectations grow exponentially. While brands are developing roadmaps for incremental change, customers today expect immediacy. The expectation of the ideal experience is now – when buying sushi, software and everything in between.
In other words, the pace of change isn’t fast enough. The gap’s actually getting bigger.
Read what Mark Taylor, Global Lead Customer Engagement, Capgemini Invent say about how to overcome the expectation gap and re-orientate your whole business around your customers – download our paper today