I think the big change is what constitutes ‘customer experience of the company’. Back in the 90s there was far less transparency. A culture of sexism, for example, was much less likely to be felt by the customer (though of course it would be just as unpleasant for staff as it is now). Now, that culture can be documented extensively by individual staff members who can reach an audience of millions in a matter of days. And then that culture becomes a part of the ‘customer experience of the brand’. That feels a pretty big shift.

Founder at New World Same Humans | World Economic Forum Global Future Council on Consumption

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