Customer service is not a department anymore, it´s a mindset, it´s an attitude
The demands for a unique customer experience are increasing and there is an expectation that companies should see me as an individual rather than a target group. What do people expect from the service experience of the future and how can you as a supplier or an employer meet the expectations?
He has a background as a journalist and economist, and works with topics such as disruption, behavior change and next-generation leadership. His favorite question is quite simple: why not?
Will the future involve a heart rate monitor with artificial intelligence that can measure your emotions and daily form? And if you´re a little down on your way home from work, a box is waiting for you containing the ingredients for a brownie? Generation Z is a generation of employees who to a greater extent choose employers and brands value-based in conjunction with who they want to be, more than the consumer identity of previous generations. How must we develop, together with our customers, to meet the future employee´s expectations of a good workplace? Hear futurist Stefan Hyttfor´s views on how service experience and consumption will be characterized by the search for a unique customer experience. The corona crisis is also affecting this area and will affect us for a long time to come. More industries are working digitally, new online services are emerging, and increased flexibility is required for both companies and employees. The demands for a unique customer experience are increasing even more and there is an expectation that companies should see me as individual rather than a target group. What do you expect from the service experience of the future?
Customer Experience (CX)
Customer Experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey, the brand touchpoints the customer interacts with and the environments the customer experiences (including digital environment) during their experience. A good customer experience means that the individual's experience during all points of contact matches the individual's expectations. Source: Wikipedia