Marketing digital. Making results.

Three customer experiences that have disappointed me

I think we're at a really interesting time in the history of consumerism.

In developed markets, we have all had some amazing experiences enabled by (often mobile) tech. Not only that, we are seeing incredible investment in innovative new technologies (such as voice assistants), with tech-savvy consumers seemingly ready to experiment with tech when it is arguably far from mature (an astounding 10% of UK households have an Amazon Echo, according to Kantar).

What are the implications for mainstream businesses? I'd argue there are laggards in many industries that are sitting ducks, ripe not necessarily for disruption, but certainly to be taken down a peg or two by businesses who get the customer experience right.

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