Customer experience is a tool available to the smaller player as well as the larger enterprise – if only they’d use it, says Jacyn Heavens, founder of Epos Now in this interview with Near Futurist Guy Clapperton. The bigger retailers are taking educated guesses, he believes, at what we’ll want to buy when technology enables players of all sizes to get to know us intimately.
And yet smaller enterprises are seeing their market share waver as they fail to use the data. Does a focus on CX mean we should all become software companies? This episode of the #nearfuturist podcast explores the issues – listen today on this link.