The Future Customer

The dynamics of business-customer relationships have undergone a sea change over the past two years. A 2021 survey by NTT found that more than 94% of CEOs identified customer experience to be a primary or partial differentiator for their businesses. How can technology be used to improve customer experience, while also balancing the anxiety consumers feel over data privacy? How can businesses manage increasingly high customer expectations? And is it still important to maintain first-rate non-digital experience?