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What Does the Future of Customer Experience Look Like?

Sarah Steimer and Hal Conick

We looked at 10 industries to find out how CX is evolving. What we found: More technology, more speed and higher expectations will force companies to evolve or be left behind.​

​If you want to know what the future of customer experience will look like, just picture today’s customer journey with more speed, better technology and higher expectations. 

Today’s customer already expects quick delivery, more shopping options and instant responses from companies. Customers are so used to great customer experience​s that 32% say that they’ll walk away from a brand—even a brand they love—after just one bad experience, according to a 2018 analysis by PwC. 

But what will the expectations be for traditional touch points like in-store retail, new technology like artificial intelligence and new services like ride-share apps?

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Sarah Steimer is a staff writer for the AMA's magazines and e-newsletters. She may be reached at ssteimer@ama.org or on Twitter at @sarah_steimer.

Hal Conick is a freelance writer for the AMA’s magazines and e-newsletters. He can be reached at halconick@gmail.com or on Twitter at @HalConick.