1 quote
"Customer experience professionals love to think about their customer journey maps, but these can be very rigid. How many consumers follow the same exact path to get to their outcome? Very few. I believe consumer experiences need to be far more dynamic than they are today — not just personalised, which we've been talking about for a few years. After all, companies can leverage data about customers in the moment — what they did in the last 24 minutes or hours, not in the last 24 days."
- Tom Puthiyamadam, Digital Service and BXT Leader, PwC
Adaptation