Few would deny that business strategies should be consumer-led in principle, geared to providing the best possible customer experience (CX). However, while many professional services organisations design strategies based on the customer journey as it is today, by the time these CX strategies are fully implemented, consumer expectations and the ideal customer journey could be very different.

Professional services Organisations are therefore challenged to keep up with new digital trends gaining traction all the time – including voice commerce, AR/VR, AI and the Internet of Things. Not least of these is predicting what customers will expect from them in years to come, as well as building the capabilities and procuring the specialist skills necessary to design, implement and manage these new, more complex customer experience journeys.

This paper on strategic customer-centric design will walk you through the ways your business can become a leader in customer experience and create tangible returns.