In Customer Experience, change is NOT an option.

Today’s companies are facing greater pressures than at any other time in recent memory with increasingly stiff competition, intense price pressure and changing market dynamics that threaten existing business models. Despite these challenges, corporate executives seem under prepared to address them and propel their organizations forward. One executive recently confided in me that “in our lifetime, half of our customers will be out of business.” Another stated that “we aren’t sure what our value proposition is.” I used to believe that organizations operating in commoditized markets and facing threats to the long-term success of their businesses would place the innovation of customer experiences at the top of their corporate agendas. Similarly, I thought that companies would be racing to undergo dynamic change given the severity of the challenges they face. On all accounts, I couldn’t have been more wrong.