I just finished reading our company's Report to Stakeholders and noticed a closing message from our CEO Steve Walker, "I look forward to celebrating our centennial in 2039." Really -- what will CX look like in 2039?
A little context - this past year we celebrated 75 years in business which is why Steve referenced the centennial. How does a customer experience consulting firm stay in business for 75 years? Of course, it wasn't called "customer experience" or "CX" back then. However....