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TECH SUPPLIER Mar 2019 - Conference Proceeding: Tech Supplier - Doc # DR2019_T7_AW

The Shifting Customer Experience Landscape: Ecosystem Opportunities

By: Alan WebberProgram Vice President, Customer Experience

Abstract

These event proceedings were presented at the IDC Directions conferences in Santa Clara and Boston in March 2019.

We are living in the new age of the technology-driven experience economy, where what differentiates one company from another in the eyes of the customer is the experience they provide. What has been the genesis for this new age? Computing power, AI, data, analytics, user interfaces, and other technologies are changing how companies can interact and engage with customers while customers using similarly capable consumer technologies are becoming habituated to better and more engaged experiences. The result is an endless cycle of technology adoption that continues to drive the experience forward and is becoming the primary point of competitiveness between brands. How should brands and technology companies view this new world? By understanding that the cornerstone of an experience is the technology employed on both the company side and the consumer side. Come learn about how new and emerging technologies are building out this foundation of experience and transforming the experience landscape, and what you need to be thinking about tomorrow to provide that differentiated experience to your customers.


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