Customer Experience of Today and Tomorrow

Frank Müller ()
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Frank Müller: Müller Beteiligungs GmbH

A chapter in CRM Goes Digital, 2025, pp 281-290 from Springer

Abstract: Abstract Today, customer experience increasingly differentiates good from not-so-good brands. Customers want to be understood and do not expect abstract addresses or experiences. They expect a seamless journey across various touchpoints with a brand. Customers do not mind whether they interact online or offline. The necessary emotions must be present to bind customers to the brand in the long term and thus increase their customer value.

Date: 2025
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DOI: 10.1007/978-3-658-45798-3_21

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