“House of the Customer,” a new book by Greg Kihlström, discusses how brands can create the personalized customer experience of the future
Between consumer demands for more personalized and greater data privacy and competitive pressures to provide better omnichannel customer experiences, brands are faced with a dilemma: build a foundation for the future of customer relationships or lose relevancy in a crowded marketplace.
Doing this, however, is not without its challenges. While many enterprises undertake digital transformations in order to modernize and anticipate future changes, these efforts are often fraught with roadblocks, and many fail to deliver the results promised.