The Five Principles of an Always-On Customer Experience

Adaptation is everything. Today’s customer knows more about our brand than we do – they constantly research competitors, interact with us on their own terms, flow across channels, and take unpredictable routes to a fluid destination. They give us a narrow window of opportunity to capture their attention – and if we miss it’s, it’s gone forever. Despite this, only 5-10% of organizations can adapt an individual’s experience in real-time, and optimize their path-to-purchase. The rest just can’t move fast enough to stay relevant.

In this video, Pega's Matt Nolan discusses The Five Principles of an Always-On Customer Experience, and explores how truly disruptive companies are raising the bar for customer experience.