Gone are the days when a brand could get away with a mobile experience that’s a miniaturized version of the desktop website.

Gone too are the days when it was acceptable to forget a logged in customer’s preferences on an e-commerce site.

One day’s differentiator becomes the industry standard the next.

Day by day, function by function, the bar is being raised across industries around convenience, access, ease of use and knowledge of customer needs.

Online and off, on web, tablet and mobile, in store, on digital devices or when speaking with an agent, customers expect the companies that they do business with to understand and anticipate their needs at every step, satisfy their wants and present them options even before they ask for them.

Keeping Up With the Speed of Technology Change

Read all: Raise the Bar on Customer Experience with Maturity Models