The Future Customer Experience: 5 Essential Trends
This is a template to help editors create library articles. Detailed instructions for using this template can be found at library_template. The future of the customer experience will be an expression of our deepest instinctive human behaviors—at warp speed and exponential scale—egged on by advances in technology.
| Quick Facts | |
|---|---|
| Report location: | https://www.sap.com/insights/research/the-future-customer-experience-five-essential-trends.html |
| Language: | English |
| Publisher: | https://openforesighthub.org/doku.php?id=encyclopedia:sap |
| Publication date: | 2018 |
| Authors: | David Jonker, Christopher Koch, Michael Rander, Dan Wellers, Susan LK Gorbet |
| Time horizon: | 2020 - 2030 |
| Geographic focus: | Provide the geographic focus. If the geographic focus is very narrow then provide the broader geography. For instance, the focus is a city then include the nation as well. |
| Page count: | Include the number of pages in the library entry. Delete this row if unknown or not applicable. |
Key Insights
How will companies survive in a world where customers precisely specify the terms of the relationship – and then completely delegate it to AI? Where they value morality and meaning more than brand names and product features? Where customers multiply their market power through digital tribes or other connected groups?
As part of a broader series examining life and business in the 21st century, SAP Insights research center worked with more than a dozen industry experts to answer these and other questions, uncovering five trends that will determine the digital customer experience over the next decade:
- Make way for meaning
- Embracing AI intermediaries
- Customers become contributors
- From markets to mobs
- Values define value
Additional Viewpoints
Optionally, include commentary or criticism about the report. It could be your own commentary, or link conversation from other sources. Categories: 2020s time horizon | cutomer experience | artificial intelligence | values | community identiuty