Earlier this year, my son Chris became a first-time dad, and I joined the ranks as a very proud first-time grandfather. My wife Jessie and I traveled to Germany this past March, where Chris and his wife Petra live, to welcome Maya into this world, marking the start of a new generation in our family. There’s something about your kid having a kid, aside from making you acknowledge the passage of time — that makes you feel an enormous shift in perspective. Who would have ever thought that at our very fingertips, the internet could close the 5,400-mile gap, thanks to tools like Skype and FaceTime? These are not the only changes that we have seen in our world. Technology is rapidly changing the way we do things, and traditional ways of doing business are disappearing. For example:
With a mouse-click, customers today can instantly switch to a competitor while sharing their experience of a product or service with the rest of the world via social media, directly influencing brand perception. Never before did we have such a high degree of transparency.
As the number of digital channels continues to increase, we are seeing that customers want, expect, and demand businesses to tap into those channels for business interactions. To address this trend, companies must accommodate new paths for the customer journey and meet consumers where they are. In this environment, providing an exceptional client experience via all touch points in a highly personalized manner is not only a key competitive factor, but it is also a necessity. Companies that are not able to provide an integrated and seamless client experience across all touchpoints will see their client base erode.
Several studies including Ernst & Young’s “The digitisation of everything How organisations must adapt to changing consumer behaviour” found:
Cox Automotive recognizes the need to for a seamless Omni channel experience to best serve the market’s changing behaviors. The digital marketplaces coupled with physical auctions, allow for more opportunities for buyers and sellers to connect and transact, buying and selling vehicles how they want and when they want. It is this transformation of business and operating models that are needed to stand the test of time in today’s digital era.
As digitization continues to change the world, I look forward to seeing what the next generation will bring. How will they be raised and what kind of people will they become? I want to see how their lives and upbringing are influenced by the foundation that has been laid by my generation and those before mine. And Maya is the start of all of that.
Originally published at medium.com