8 ENHANCING THE DIGITAL CUSTOMER EXPERIENCE
We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.
Jeff Bezos1
In Part I of this book, we saw how leading organisations are delivering compelling digital customer experiences via re-designed business models and processes, via combinations of foundational technologies, as well as by exploiting the power of platform and ecosystem-oriented business models. Each of these areas can be considered a strategic lever for creating or enhancing the digital customer experience by taking an outside-in approach to create compelling new customer journeys and value propositions.
In this chapter, ...
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