The next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences. However, if you miss this next new wave of change, you could be in danger of repeating the same mistakes you did last year and the year before that.
As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding. It’s not the first time a big idea’s time has come and gone. I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). It was the CRM wave that receded in the early 2000s to make way for CX in the first place.