In 2014 and 2015, roughly 2% of content published by consulting firms focused on the topic of customer experience. In 2016, this leapt to 5% and, based on what we’ve seen so far this year, this level of interest continues. Most of us, as consumers, have experienced exponential exposure to radically different customer experiences and customer leaders have set the bar high. This has put increased pressure on all businesses -- a pressure that resonates with all executives as they experience, in their own lives as customers, what is possible.
Coupled with these heightened customer expectations is the broader force of digital transformation. For client organisations wondering where to get started with digital, and consulting firms looking to make what could potentially be perceived as “yet another big IT project” meaningful, customer experience is a great launch pad.