Does the customer experience change over the years?

Yes, the customer experience has changed over the years and it will continue to change. A little over a decade ago, many customers made decisions based on print and mail advertising. With increasing Internet speeds and mobile innovations, customers have information readily available 24/7. They also transact via the omnichannel. They might go in-store one day to a window shop, then make their final purchase online. As a result, CX strategies must adapt to evolving customer shopping habits.