If you think your business has weathered the storm, think again. In addition to obvious economic challenges, the emerging generation of customers is determined to radically change the rules for customer engagement. Their expectations of relationships and personalization are already taxing businesses today, and their power through social media will kill those who can’t or won’t comply.
An eye-opening list of insights was highlighted in the classic book Build for Change by Alan Trefler, founder and CEO of Pegasystems. He makes a convincing argument that it’s time for every company to get prepared for the next customer generation, or your company is heading toward life support.
