CX - Start with Customer Experience NOW

Working backwards from consumers', customers' preferences - end to end along their expectations and experiences - that is what I see in CX.

Customer Experience and Centricity are from my point of view like journeys - where we are from the beginning to the end facing and each participant on the users', designers' and as well vendors' and providers' sides will experience a number of challenges - where one can loose the other and as well where you can make the customer happy - from the awareness (wishes, needs and desires) to satisfaction of wishes, needs and desires.

Brands and retailers came together in support for the omnichannel consumer who shops across physical and digital channels and touchpoints and is more valuable and loyal, buying 2–3 times more on average - if you do it right.

And these circumstance were always around us but the changes and the possibilities and as the behavior is evolving and changing quicker and quicker. And especially since the pandemic - it 

The pandemic fundamentally shifted how consumers shop and engage with brands. even as we move out of the pandemic, we continue to see certain behaviors stick. Consumers, customer and buyers demand choice in everything and expect from companies, brands and retailers to meet them wherever they are, be it online, in store, on social, or elsewhere. 

Customers expect to be understood and engaged on a state-of-the-technology way and a personal level, especially the younger and young generations - and as well the generation and people who work and live technologies ad digital services. AND, they are looking for brands that aligns with their health, wellness, activity, and sustainability interests.

In our digital and data connected world, the consumer is frequently online and the line between consumer and shopper is blurring.
Based on the regions more than the half to two third of consumers are expecting that mobile (smartphone, phablet or tablet) are the most important tool and devices for research before a purchase and they expect a connected experience across mobile, online, third party marketplaces, stores and local retailers or other points of connection, information or purchasing. Every moment is shoppable. Consumers expect to be met where they are, be it online, in store, or on social.

This requires brands and retailers to be always on as well.