Adam and Jeannie discuss balancing innovation around the needs of the future customer with those of the present customer at Medallia’s Experience-17 conference. Is your future customer more important than today’s? Brands are investing a lot in tailoring future customer experiences for the new generation, and we saw many examples at Experience-17. Millennials are the larger of the current generations, so this is important! But millennials aren’t the only group to consider, and they do things much differently than previous generations. What works for them may not work as well for Gen X’ers, and may not work at all for Baby Boomers. The best brands find ways to create experiences that make younger customers more comfortable while still offering the experiences older generations are accustomed to. Can you innovate around the future customer without alienating the current customer? Should you? Listen in for fresh examples, pro tips and fun facts from Medallia’s Experience-17 conference.
