I just finished reading our company's Report to Stakeholders and noticed a closing message from our CEO Steve Walker, "I look forward to celebrating our centennial in 2039." Really — what will CX look like in 2039?
A little context – this past year we celebrated 75 years in business which is why Steve referenced the centennial. How does a customer experience consulting firm stay in business for 75 years? Of course, it wasn't called "customer experience" or "CX" back then. However, it was all about customer intelligence when Steve's grandmother, Dorothy "Tommie" Walker went door to door gathering customer insights for a local bank. It turned out what she was doing was not just innovative, but trailblazing. She launched the company and began working with businesses and ad agencies to help companies better understand and serve their customers. The idea endured. Companies needed customer intelligence to run their business in 1939, they need it today, and they will need it in 2039.
I'm not going to venture to guess what the CX world will look in in 2039. It's just too far off. However, it's clear that companies are utilizing more sources of customer insights and are embracing advanced analytics to anticipate customer needs and exceed customer expectations. The customer experience role is becoming more prominent within many organizations. Technology, particularly mobile technology is accelerating the use of customer intelligence in many great ways. These are just a few of the trends we see for the future as companies leverage customer intelligence to more successful.
Whether you are looking to the past or into the future, customer intelligence is an important ingredient for business success.
P.S. You can review our Report to Stakeholders online. Also, to honor our founder a book was published to tell her story – Tommie, From Tomboy to Executive. You can access an online version from this page.