INCREASED CUSTOMER CENTRICITY
TECHNOLOGY
or to-your-door services like Deliveroo – it does mean that logistics companies are transitioning from being a functional part of the customer experience to the star that will make or break it ,” he says .
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INCREASED CUSTOMER CENTRICITY
Back in February , Glen Hartman , Senior Managing Director , Accenture Interactive North America and Global Digital Marketing , wrote that : “ by now , it ’ s clear that customer experience is the battleground for brands to take victory in their respective markets . As we enter 2019 , this philosophy is truer than ever .”
The rising convenience and range of options available to e-commerce shoppers means that the margin for error on the seller ’ s part will continue to shrink .
Derek Bryan , Vice President of EMEA at Verizon Connect , agrees : “ These innovations have largely focusedon empowering customers to take control of their own delivery experience … In a climate characterised by rising expectations of customer service , lower tolerance of the
OCTOBER 2019