Customer experience (CX) matters to the best organizations. They appoint CX leaders and invest in measuring their CX effectiveness. While selling may seem like second nature to many of us, it may no longer be required. Young people want what they want when they want it, and they have little patience for anything less than immediate service.
Gen Z truly values in-person communications. You’re talking to a generation that has been able to customize every aspect of its life, whether that be through a shopping experience on Amazon or the identities we create on Nike Id.
It often takes someone willing to sacrifice immediate acceptance in order to make true, groundbreaking progress in any industry. No matter if it’s the music industry, printing industry or another, innovation only comes when a person (or group of people) is an outlier.
Content comes to today’s consumer – they no longer have to seek it out. Smart brands are making sure their content is being seen in natural, organic ways. Traditional advertising does not work the same way it used to. Consumers want to commune with their favorite brands, not be sold by them. Trust in advertising is at an all-time low. Trust in what your friends or family tell you remains at an all-time high.
The key is in the timing, right? If you knew the precise time to do something, you could simplify your ability to identify and take advantage of the opportunity placed in front of you. The timing of whatever you do matters significantly to your productivity, your creativity and your overall well-being.
The Engagement Economy refers to a new era in which competitive advantage will lie more in a brand’s ability to engage and retain customers than generate and retarget leads. In an era when consumers control when and how they engage with brands, and can switch between brands with ease, knowing how to use AI to scale personalization may be more a matter of survival than a competitive advantage, regardless of industry.