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With each new technological breakthrough and innovation, what once may have seemed dystopian or impossible is now simply a modern-day reality. Let’s take, for example, Amazon Go stores, which allow patrons to select the products they need, and effectively check out by simply leaving the store – no cashier interaction or self-checkout kiosk required. The store uses an Amazon Go app for iOS or Android linked to individuals’ Amazon accounts for automatic billing to ensure a truly new-age, frictionless experience. Amazon calls this a just walk out shopping experience, less the criminal charges that anyone who attempted this in a traditional store would face. This is just one of the countless digital transformations that have captured the interest of consumers and corporations over the last few years. It speaks to a larger trend for where technology and, in general, the consumer experience are headed.

United statesMatt schuylerEllora senguptaVp head of business technology at procorePartner ltdCase for customer serviceAmerican expressCost of poor customer serviceQualtrics xm instituteSalesforce researchGood customer serviceBusiness technologyExperience matter benchmark reportPoor customer serviceEmerging trendsTravel experience