Customer experience professionals face a single major challenge today: changing and increasingly high expectations from a new generation of knowledgeable and savvy customers.

Customer loyalty is virtually non-existent without 24/7 availability, instant and accurate solutions, flexibility, efficiency, and digital and mobile access. Beyond the selling of products and services, companies and the people that run them are selling an experience.

Brand differentiation, profit margins, and customer engagement can only be attained by having a 360-degree approach to customer experience. Businesses that think in terms of generational divide risk missing global shifts in customer expectations.