In 2010, global analyst firm Forrester Research declared this ‘the Age of the Customer’. Over the past six years, customer service has given way to a new more mature concept – customer experience, says James Bolle.
This is the new competitive battlefield for businesses, with 89% of companies saying this is they year most organizations will compete primarily on the basis of customer experience.[1] While customers have always been the lifeblood of business, the evolution....