The document discusses disruptive innovation in customer experience. It profiles several famous disruptors including Steve Jobs, Elon Musk, Angela Ahrendts, and Tony Fadell. While phones are still the top customer service channel, preferences are rapidly shifting to email, chat, and social media. Research also shows that customer engagement is driven by emotional experience, resolution level, and effort required. The document advocates that companies must disrupt their own customer experience or risk being disrupted by others.
2. dis·rupt
“to cause (something) to be unable to continue in the normal way : to
interrupt the normal progress or activity of (something)” Merriam-Webster