OVERCOMING THE EXPECTATION GAP: The Customer Engagement Imperative

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Customer experience: two words that have bounced around boardrooms for the past ten years. We all know by now that to stay alive, brands have to keep the customer front and center in the way they operate, organize and think about themselves.

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

Overcoming the Expectation...

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