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The Future Customer Experience: 5 Essential Trends

The Future of Customer Experience Five Essential Trends is part of a series examining life and business in the 21st Century.

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How will companies survive in a world where customers precisely specify the terms of the relationship – and then completely delegate it to AI? Where they value morality and meaning more than brand names and product features? Where customers multiply their market power through digital tribes or other connected groups?

As part of a broader series examining life and business in the 21st century, SAP Center for Business Insight worked with more than a dozen industry experts to answer these and other questions, uncovering five trends that will determine the digital customer experience over the next decade:

  • Make Way for Meaning
  • Embracing AI Intermediaries
  • Customers Become Contributors
  • From Markets to Mobs
  • Values Define Value

In this report, we examine each of these trends and offer recommendations for how companies should respond now.

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