The Customer 4.0 Revolution
The world has changed. Proliferating choice and hyper-connectivity mean customers are more empowered than ever. Technology and generational dynamics have changed the way people connect and relate, placing customers at the centre of their own universe – the network of people and organisations who inform, inspire and influence them.
But this customer empowerment has brought complexity. The challenge for customers, and the opportunity for those that serve them, is to navigate this complexity and deliver the outcome sought. Organisations who fail to respond innovatively to a customer-led world risk rapidly declining in relevance and value.