According to Shep Hyken: "Customers are smarter than ever because they're experiencing great service from certain brands, and those rock-star brands are setting the bar higher for everyone else." In this white paper we explore the 'customer experience paradox' and how firms can use digital platforms to overcome it.

Firms are finding that in spite of their increasing investment in the different realms of the customer experience they are unable to reap the potential rewards.

We look at how firms can use digital platforms to manage the customer experience and develop new business models and revenue streams.

Read the white paper Generate revenue from digital platforms by managing the customer experience.