How to Develop a Customer Experience that Differentiates in Today’s Digital World

I recently had a meaningful talk with Matt, the Co-Founder and CEO of Sportiqe. As we had a quick recap of my core services, there was one fascinating word that immediately caught his interest — humanize.

“That’s a very, it’s a very interesting word. I love to understand how this equates to your business”, said Matt.

To humanize means to “give something a human character.”. To businesses, this could mean more.

As a business consultant, I am well-aware of how critical humanization is to achieving excellent customer experience (CX). It’s crucial not only for keeping up with the tight competition, but also to stay on track even with the rise of crises, such as the COVID-19 pandemic.

Given the drastic changes brought about by the ‘new normal’, brands are working harder than ever to retain customers, if not outperform the counterparts in the customer experience battleground.

As a matter of fact, more and more companies are doubling their CX efforts. Included in the list are Delta and United Airlines, which recently announced that they are now giving complimentary drinks to passengers, among other exciting perks.