I believe that even greater customer value comes from moving from services to experiences (rather than from products to services). I also believe physical and digital service experiences are not mutually exclusive. In other words, service is table stakes in the value equation of most customers, and well-designed branded, emotionally enveloping experiences are differentiators. Further, the future success of a business depends on a shift to digital self-serve bolstered by elevated human experience delivery – not a choice of digital versus physical.
For more about the role of value creation in the future of customer experience success, please pick up or gift a copy of my book Stronger Through Adversity or you can download one of my complimentary eBooks including one I just wrote about Stronger Through Adversity.