Customer Experience Is The New Battleground

In the aftermath of the Industrial Revolution, functionality was paramount for businesses to win their clients’ dollars. Henry Ford aptly expressed that customers could choose any color of the Model T they desired, as long as that color was black. Fast forward to the mid-20th century: functionality alone became the ante to play in the wake of a design revolution. At that point, form entered the conversation and a product not only had to work well, but had to look nice, too. This has remained a constant expectation for clients ever since – form may follow function, but it’s certainly there as well.