We’ve all come up with great new customer experience ideas only to discover that the data is not available or that from a tech perspective it’s very expensive or too hard to build. These issues come back to the way the current internet was built.

Think about this….every organisation is being held back by the complexity of digital channels, tech integrations and data management, it’s a logistical nightmare which means most organisations aren’t able to deliver the customer experiences they desire. On the flipside it means that customers aren’t getting the experiences they are expecting. It’s a lose, lose scenario.

However….imagine a world where this tech and data pain was removed….it just so happens this world is not as far away as we think. In my recent interview with Mat Sweezey, Harvard Business Review Author and Chief Strategy Officer at Smart Token Labs, we explored what the future of customer experience will look like and how close we actually are.

Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.

If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

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