The year 2020 will be here before we know it. Fortunately, Walker's Customers 2020 report offers insight into what B-to-B customer experience professionals can expect. But, the challenges that lie ahead feel like mission impossible.
For example, customers will expect us to personalize the experience we deliver. We must demonstrate to all of our customers (big and small, active and passive) that we know them individually and we understand their company and how it works.
Even for a small company, this challenge can seem overwhelming. For a large global company, it feels darn near impossible.
But, if we have a beginner's mind, we will realize that overcoming these challenges is possible.
As we prepare for 2020 our motto should be "progress, not perfection," or "better, not best." As we build our plans and allocate the appropriate resources to meet customers future needs, we must demonstrate progress.
With the year 2020 as our destination and the Customers 2020 report as input into what we should expect, we must start now. Seven years will be here before we know it.