Most companies are sitting in their comfort zones, feeling pretty good about themselves. Meanwhile, new and forward-thinking companies are ramping up (or currently on the way) to pass them by. It’s just a matter of time before these companies will have to play catch-up if it’s not already too late for them.
At best they are sustaining; at worst, they will be found ineffective and are ripe for disruption.
Companies need to differentiate themselves from their competitors by doing something others can’t or aren’t willing to do. That “something” is customer experience.
Read the article at Forbes.