What happens when you have great experiences with a brand? For most people it captivates them, changes their thinking and resets their expectations.
I had the opportunity to work at Walt Disney World in the central reservations department, taking phone calls from families, travel agents and special events coordinators who all wanted to share in the trademarked Disney magic. At my core I was a salesperson, leveraging a well-structured process to guide “guests” to the highest-revenue resort rooms.
+同时在网络世界：足球竞猜app软件How the 'digitization of everything' will become a reality+
I had the opportunity to see first hand the value of a great customer experience. People from around the globe travel thousands of miles to get a slice of the Disney “guest” experience. And somehow the theme, view or location of a hotel room most people will spend little to no waking hours in matters. It matters only because it’s part of the experience and therefore not rationalized independently.
In short:The customer experience matters.Shocking, right?
客户驱动数字议程
Today companies recognize customers have taken control of the interactions and are driving the agenda. Quickly fading are discussions about seamless omni-channel customer experiences, replaced by conversations on how to enable the customer journeys across touchpoints.
一个t the heart of digital transformation is the democratization of technology where tech-savvy consumers are demanding increased transparency, speed and value. It’s a scary new reality for many business and technology leaders who recognize prior investments in employee training and retention, long-established procedures and policies, and channel and back-office technologies are poorly aligned with a customer-centric business model.
While new customer-centric strategies reinvent companies from the outside in, it’s important to recognize the role of networks in the evolution of the customer experience. In our highly connected, Internet of Everything, mobile, big data, digital-first world, companies increasingly don’t control the network connecting them to their customers. Instead, consumers are making the most important and impactful decisions related to the customer experience: their mobile provider and devices.
If a customer can’t access the internet at your location or the latest version of an operating system causes your application to crash, the customer doesn’t take the time to discover who’s at fault; they simply move on, often to a competitor.
一个s a result, leading-edge companies are looking at ways to provide customers with options. Not getting a strong 4G/LTE signal? Here’s free Wi-Fi. A backhoe cut the MPLS link? No problem, we’ll connect via SD-WAN. Device not working? Let us help you on one of our tablets. Not sure how to install or use our app? We can walk you through it.
软件定义的网络，关键就在这以客户为中心的模式
底层在这个新的，不断发展的，以客户为中心的模式的连接是软件定义网络（SDN），这是能够做出决策，实时对如何最好地平衡竞争的工作负载。在云经纪工具协同工作，区分线是单独的设备，网络，服务器和应用将逐渐消失，从而使未来的高度分布式的云。从本质上讲，云计算不是一个技术问题，而是由包括整个技术堆栈，它成为客户体验的交付机制，从而促进竞争优势。
The importance of the network, both corporate and third party, has never been more critical to the overall success of a business. Delivering a great customer experience now means taking the extra step and protecting a customer’s ability to interact digitally. And as the digital footprints of businesses continue to increase and networks evolve, connectivity will move from being nice to have to can’t operate without.