Things can only get… worse?

The functionality of customer experience has been overly prioritised and brands need to build emotion and feeling back into customer experiences.

John Maynard Keynes famously said that our biggest problem in the future would be how to spend our leisure time, as we would only be working 15 hours each week.

Unless by 'working' he meant 'commuting', the opposite seems to be true. And a few weeks ago, I went on a trip that made me realise this same reverse progression may be happening in customer experience too.

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