Evolution of the customer experience

Evolution of the customer experience

We are living in the consumer’s age, where every product is becoming a service with digital assets that have become the main point of contact with the customers.
In this era, the customer experience is a key factor through which every customer evaluates a brand, according to a study by Walker, in 2020, the experience will be more important to the customer than the product or price. (Source).
The experience economy has been rising for the last decade facing brands with the challenge of becoming more than just a product or a service provider but an experience provider. Customers have been educated to evaluate a brand based on the experience supplied and therefore their expectations as consumers have changed.
Multiple SAAS products have emerged aiming to improve the customer digital experience; supplying a new range of possibilities for every brand, starting with the basic tools related to service like customer feedback tools, gamification tools, personalization.
The evolution of the digital customer experience enhancement will also shift towards providing not only service related experience, but entertaining ones, relying on the basic human nature of seeking fun ways to engage.
Innovating the customer experience will also lean on the ability for companies to entertain their users and keep them coming motivated by the experience their gaining. Through the entertainment element companies will also be able to collect sentiment data from their users, get to know them better over time and build loyalty.
According to FastCompany, Generation Z in 2020 will account for 40% of all consumers. According to a study by WP ENGINE, 72% of Generation Z uses the Internet for entertainment first and they expect to be entertained at all times, even while shopping or learning. (Source)
The Screenz platform is part of this evolution and was built to enhance the customer experience using innovative entertainment activities while deepening the knowledge about the users.
To learn more about Screenz platform, click here.

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