The Changing World of Customer Experience [Infographic]

I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book by M. Scott Peck titled The Road Less Traveled. In this book, Peck suggested above all else people fear change.

That made me wonder if we also fear that things won’t change. In other words, we get bored when things become stagnant and become overwhelmed when change exceeds our ability to cope.

For me, the world of human experience elevation is a perfect mix of dynamic change. There are many enduring truths that underlie what people want, need, and desire blended with ever-changing and subtle lifestyle nuances. Over the course of my career, those subtleties have required stable tools to be refined. For example, I used to provide service training tools involving greetings, meeting needs, and fond farewells. With advances in adult learning research, those pieces of training became more experiential and situational.

Early in the customer experience movement, my team and I would provide a holistic journey map. Over time technology has evolved to craft journey maps based on key customer personas. More recently we have been focused on ecosystem mapping, where we help our clients assess their core customer journeys in the context of all stakeholders who interact with those customers.

Since we can’t step in the same river twice and customer experience lives in the context of stakeholder ecosystems, I welcome the opportunity to help you manage the evolving human experience needs at your company – up to and including ecosystem mapping. Simply reach out to me here and we’ll set-up a time to talk.

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Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

Follow on Twitter: @josephmichelli

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