Customer expectations have changed. Disruption has arrived at the party and is here to stay.
In order to stay relevant, companies must create new value for their customers, where it did not exist before. This value, and the customer loyalty which will follow, is generated not from product features, design or marketing - but by a better experience surrounding their products and their brand.
My days are spent partnering with our largest enterprise clients at Verizon who are interested in doing just this. I work with these brave clients to help them understand the experience they are delivering, how it measures up to customer expectations and the resulting impacts on loyalty and growth.
Through journey mapping, voice of the customer analysis and design workshops, we identify where the greatest opportunities exist and design and implement solutions which execute on their Customer Experience strategy and vision.