Customer Experience as the Key to Success
by Andreas Penkert
So far, Carriers have focused on innovation and the development of unique and outstanding products and services. Today, this is no longer enough to stay competitive. Increasing cost pressure leading to aggressive pricing strategies, stagnating sales and growing competition pose great challenges for companies. Added to this is the declining loyalty of customers, because increasing digitalization also changes the emotional expectations and needs of customers. However, these are a significant driver for staying competitive.
Carriers should therefore broaden their focus and align their value-creating activities and strategic goals with outstanding and differentiating customer experiences.
You can read how this can be achieved here. The article is in german language.