MIND THE GAP - The problem of the growing gap between digital natives & technophobes

As technology continues to transform our lives and gadget freaks wish lists grow year on year this causes a problem for supporting your customers. The digital native has high expectations and is looking for corporate world to meet their demands which is seeing multi-million pound projects in every industry to address this opportunity. But what about those less tech savvy?  Those who are still to embrace the internet let alone social media on a phablet. This cavernous gap is widening so the customer journey mapping for companies only becomes larger. This creates the new concept of a legacy of customer journey debt that you can not ignore. These complexities mean while we are looking at multi-screen omni channel experiences we need to also factor in the customer coming into store or picking up the phone that hasn't researched every online option or asked their social media followers for advice and ensure the journey is aligned go every digital path. Effectively the range of customer journeys has grown but we cannot forget those old school journeys and customers. Share the love with those less tech savvy too so that epic customer experiences are possible for all.