When It Comes To Customer Experience In 2018, Can We Make Boring The New Cool?

November 28, 2017

Well, I was talking about this to Oisin Lunny, Chief Evangelist from OpenMarket the other day. Admittedly, it was a bit of a rant but the point that we landed on, I hope, is an interesting one. What we found ourselves asking was: What would happen if rather than focusing on trying to be cool, we flipped things around?

Let’s look at the evidence: Despite heavy investment by organizations to improve their customer experience, customers still complain about inconsistent and unsatisfactory experiences. Moreover, when this is put to leaders and managers of many organizations they often cite lack of collaboration and communication, silo-ed thinking and the disappointing results of their digital and transformation efforts as some of the main reasons behind their their inability to deliver a consistent and delightful customer experience.

What would happen if companies focused on being boring instead?

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