NGDATA’s CEO, Luc Burgelman, talks about delivering interactions that exceed customer expectations.
The idea of the customer experience is always evolving. There have been countless technological advances over the course of human history that have changed the way businesses interact with and serve their customers. Whether it’s the creation of the telegraph, the invention of the switchboard or the rise of the Internet, new technologies have shaped not only the way consumers interact with companies, but their expectations of those interactions.
For a long time, the idea of a personal relationship with the customer was the Holy Grail, and to an extent that’s still the case. But recently, the idea of convenience has crept into the discussion. The convenience and user experience delivered by smart, customer-focused consumer technology companies have given rise to greater expectations for convenience and personalization from traditional businesses.
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