Customer Experience Blog
I still read the comic strip “Blondie” from time-to-time. Blondie and her husband, Dagwood Bumstead (for whom the “Dagwood Sandwich” is named), originated in 1930 and have, for the most part, tried to keep up with the times.
Forrester held its Forum for Customer Experience EMEA in London this week highlighting new research and case studies from Marks and Spencer, Lego, and BNP. Kerry Bodine’s research on customer experience innovation hits home with most companies trying to distinguish themselves in the market place. While 69% of companies have dedicated resources for innovation and 73% plan to launch innovative experiences this year, the reality is that many do not produce truly innovative experiences.
Forrester1 says that over 50% of people in the USA now own smartphones. Smartphones have become a dominant – if not the dominant – device for interaction between consumers and businesses. This changes everything. Why? Because while more than half of consumers use their smartphones, 90% cross multiple devices in pursuit of a single journey. According to a Google Research Study2, 98% move between devices in the same day!