Customer expectations are shaped by their interactions with Uber, Amazon, and Apple — where each interaction is intuitive, easy, and instant. In customers’ eyes, the age, size, and complexity of the organization or industry are all irrelevant: all they care about is having a great experience. Traditional organizations have no choice but to step up their game to stay relevant.
Advisor
Customer Interactions in the Times of Digital Transformation: 3 Questions to Consider
By Masha Sand
Posted August 16, 2018 | Leadership |
About The Author
Masha Sand brings her unique cross-functional experience in digital strategy, product management, operations leadership, and business analytics to her consulting engagements. Ms. Sand is an innovative thinker with deep expertise in building and executing technology-driven solutions grounded in customer insights and data.
In her most recent role, as Assistant VP and Senior Director at Liberty Mutual, Ms. Sand led the company's first cross-… Read More
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