--- title: "The New World Is Customer-Centric: How To Close The CX Gap In 2020 And Beyond. · Appnovation" url: "https://www.appnovation.com/insights/2020-04-new-world-customer-centric-how-close-cx-gap-2020-and-beyond" description: "“The customer experience gap is very real. The companies that can learn to respond to changes and close the gap the quickest will succeed, today and in…" --- White paper # The New World Is Customer-Centric: How To Close The CX Gap In 2020 And Beyond. “The customer experience gap is very real. The companies that can learn to respond to changes and close the gap the quickest will succeed, today and in the future”, says Allison Humphries, VP Strategy, Americas [![](https://cdn.sanity.io/images/ey850001/production/bbdd32aa4f483bc8417155e77494cdbf6d81e377-68x68.jpg?w=68&auto=format) Appnovation](/people/appnovation.md) Apr 21, 2020 2 min read ![The New World Is Customer-Centric: How To Close The CX Gap In 2020 And Beyond.](https://cdn.sanity.io/images/ey850001/production/20e1be8e0ecae22db1e5f0164c97b1e7a0a64235-1440x600.png?w=1400&auto=format) On this page ## On this page ## *The customer experience gap is very real. The companies that can learn to respond to changes and close the gap the quickest will succeed, today and in the future.* ## *– Allison Humphries, VP Strategy, Americas* [![](https://cdn.sanity.io/images/ey850001/production/bbdd32aa4f483bc8417155e77494cdbf6d81e377-68x68.jpg?w=68&auto=format) Appnovation Appnovation](/people/appnovation.md) ## Keep reading [![Destination Experience: Driven by Data, Inspired by Travelers](https://cdn.sanity.io/images/ey850001/production/5009dadef82c9432c458f6667463a1cbdbb44541-1200x644.jpg?w=640&auto=format)](/insights/destination-experience-driven-by-data-inspired-by-travelers.md) White paper · 1 min Jan 05, 2022 ### [Destination Experience: Driven by Data, Inspired by Travelers](/insights/destination-experience-driven-by-data-inspired-by-travelers.md) Whether they are planning, booking or experiencing a vacation, today’s travelers are more cautious than ever. Travel consumers are taking more time to research their plans and are using digital tools to do so. In Reuters' latest Travel Report, they found more personalized, value-driven digital experiences to be one of the biggest opportunities for improvement for travel and tourism brands. [Appnovation](/people/appnovation.md) White paper ## Get the thinking, *before everyone else.* One considered email a month. New essays, field notes from live engagements, and the occasional strong opinion. No noise.