Snapchat Tweet prove that brands have nowhere to hide anymore ; the customer experience must be seamless , curated and on-demand . Companies that want to succeed in what may become the Decade of the Customer need expert help - a fact that means the global Customer Experience Analytics Market is expected to grow to around $ 12bn by 2023 - and to embrace the power of digital . Vinod Muthukrishnan , co-founder and CEO of customer experience management software company CloudCherry , lives this reality every day . “ Customer retention is lower than it ever has been . The millennial audience is actually much more conscious of business ethics , the environment and corporate social responsibility than the two generations before it , mine included ,” he explains . When asked about the key to a great customer experience , Muthukrishnan said : “ We ’ re going back to the basics . In many ways , the more digitisation we do , the more humanisation the customer demands . You can use machine learning , you can use bots - you do whatever , as long as it ’ s aimed at actually giving that customer a more personal experience .”
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