A new era of customer expectations is here.

A new type of customer relationship came into being based on the increasing use of digital applications. The underlying technologies that made this possible were the internet, mobile devices, and social media. In the meantime, the curve of customer expectations based on these technologies has reached its peak. However, it is not going to stop there! In the years ahead we will see the development of a new curve with yet another set of new customer expectations. Today we are at the very bottom of the curve, but within the next couple of years it will be the most common thing in the world. 

These new customer expectations are influenced by three elements:

1. General purpose technology: A exponential growth of new technologies is evident (High speed internet; artificial intelligence – AI, quantum computing and robotics among others). These are now available to everyone, and the combination of them is set to revolutionize the way we live and work, and certainly, the way we buy and sell. These technologies demand a new model of customer relationship that will be constantly evolving. 
2. Personal challenges: Everyone has their own personal dreams (or nightmares!), fears, wishes, and ambitions. As digital ease of us becomes the new norm, the question for companies will be how they can make the difference by responding successfully to the more emotional aspects of their customers’ lives. Digital ease of use guarantees transactional convenience (wherever and whenever I want it, where I want to buy from and when I want to it – No more business hours!) and control (Variety of options and means to buy, including social media). The next step is to provide greater ease and convenience for customers’ emotional expectations. 
3. Societal challenges: New generations care! More and more people are asking questions about the future of society. Challenges related to technology, health, and climate are now at the top of many people’s minds. As a company, you can use your strengths to create a positive added value for the community within your value proposal, in your offering, and while doing a great business. 

Like it or not, we live in a new digital economy, where technologies are disruptive and rapidly evolving, where customers’ needs and expectations change continuously. Companies need to adapt! Or die! 

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Dogma C3X is an Intelligent Business Consulting Platform inspired by the 3Cs industry model, which offers a strategic look at the pillars that every company needs for success: Customers – Company – Competitors. "Intelligent" because by using artificial intelligence (AI) and machine learning (ML) it can collect, process, and analyze the growing tsunami of data (structured and unstructured) related to the 3Cs, which is incredibly valuable. Only by strengthening, positioning, and integrating these three pillars (Customers - Company - Competitors) you will be able to build a sustainable competitive advantage.