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Behind the scenes of tomorrow’s customer experience


A patient receiving life-saving support in a speeding ambulance and a customer buying a dress may not appear to have much in common. Yet in both situations, you can be sure the organisation serving those individuals is focused on delivering an exceptional level of service. 

For the ambulance staff, that’s about reducing the time to treat to increase the time to live – it’s that simple and critical. For the retailer, the challenge is less dramatic but, within its world, no less significant. How do you sustain your business’s livelihood in an industry of zero second chances, one that’s historically hit first and hardest by the surrounding economy and where miscalculation and intense competition topple even the giants?

About the author

Richard Bennett, Head of Industry Strategy and Solutions, EMEA, VMware.


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