Is ‘the customer’ ripe for disruption?
Is the ‘customer framework’-industry overshooting client usefulness and needs?
Over the last few months I’ve been hearing a lot of feedback on framework fatigue and lack of productivity in processes when it comes to the customer.
Having spent the last five years inside a company that thankfully continuously pushes you on clarity, simplicity and productivity I can highly relate. The company is not in the business of producing neither customer frameworks nor processes, its in the business of selling products and serving customers. And doing this successfully demands making the best possible strategic decisions at the right speed, which is where I can help.
The feedback I’m hearing though reminds me of Clayton Christensen’s classic ‘disruptive innovation’ visualization where he illustrated how every product or service will eventually overshoot its usefulness creating an area of opportunity for new incumbents to steal first from the lower margins of the market and then slowly work itself up into the basic and premium product lines.
A customer process or framework is sold by one company to another like any other B2B-product or service and will possibly suffer from the same dynamics as every other offering.
There is a already a lean movement happening within CX, and AI will hopefully accelerate any change. I’m looking forward to the disruption. Exiting times ahead.
What do you think? Is the ‘customer’-industry ripe for or already being disrupted?
