As consumers of all ages embrace technology and manage their lives digitally, they expect to engage with brands off-line as conveniently as on-line, even in industries considered more traditional. In other words, customers are turning into ever more powerful corporate change-agents!
With this in mind, Zurich Group’s Chief Customer Officer and MindFolio’s very own advisory board member, Conny Kalcher, stresses the importance of investing into a much deeper understanding of people’s needs and expectations in order to curate frictionless customer journeys.
Interestingly, we can’t help but notice the disruptive parallels with the real estate industry which require the same need and demand-driven thinking to orchestrate frictionless customer (and tenant!) journeys to underpin the future-proofing of retail, residential and mixed-use environments.