The CX (R)evolution
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In 2022, Jonas Berggren started publishing his popular ‘Transform Customer Service’ newsletter on LinkedIn. In 2024, Mark Hillary suggested that the concept of the newsletter could become a book - this book.
The CX (R)evolution explores the technologies and digital transformation affecting modern customer experience (CX) strategy. Customer experience is not rocket science. It’s about dedication, empathy, and treating customers as individuals rather than statistics.
Everyone involved in any aspect of designing CX today agrees on one thing, the industry is changing faster than ever. There is a revolution and evolution taking place in both enterprise and customer behavior at the same time. This has never been seen before.
The CX (R)evolution attempts to capture this parallel wave of change.
This is more than just a transformation of the way that customers interact with the companies they love. It is one part of an industrial revolution and will change every business in every sector before the end of this decade.
Let’s set out on this journey together.