Does anyone really need to be convinced that we are surrounded by disruption? According to a recent McKinsey Quarterly, industry boundaries are now permeable and artificial intelligence is affecting the way we forecast and make decisions.
The collision of mobile technologies, the Internet, and numerous social platforms have created a whole new marketing landscape; a landscape where the customer experience can mean the difference between profitability and extinction.
While companies like Amazon are driving disruption, it is forcing everyone to look for ways to improve the customer experience. On recent trips to retailers like Nordstrom’s and Lowes, I have noticed new store layouts designed to make it easier for customers to connect with the retail store through the digital channel. They are working hard to try and make the experience personal and seamless.
As a result of this near-constant disruption, organizations are rethinking business models, tweaking and redesigning their organizations, adopting new management practices and employing design thinking.
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