Issue 151 - 05 | The Evolution of Customer Experience: From Consistency to Purpose

By Lior Arussy
Published March 22, 2017 12:00 p.m.
“Customer Experience Design has gone through an evolution. This evolution can be best described through three generations of customer experience design:
  1. Consistent experiences
  2. Exceptional experiences
  3. Purposeful experiences
We are now facing the third generation of customer experience. While consistency or emotional engagement will be sufficient for some situations, to create true customer relevance, companies must raise their aim when designing their experience. Customer experience has a new higher bar: purpose.”

About Lior Arussy | One of the world’s authorities on customer experience, customer centricity and transformation, Lior Arussy delivers results. His strategic framework converts organizations from product to customer-centricity.

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