The ability of customers to influence smart and connected product conceptualization is growing. It will be critical that OEMs reorient their products, services, internal processes and workforce to deliver desired customer outcomes.
https://www.automationworld.com/article/topics/industrial-internet-things/amplifying-customers-role-digital-machine-technologies/
Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. Of all the strategies within a company, what has the potential to be more far-reaching and impactful than how we understand our funders (customers) and how we cater to their propensity to continue funding us? What may come to mind is an acquisition or merger or reorganization or new product. But even so, these same funders are in-play in each of these scenarios. There’s really no way to separate customers, as our ultimate funders, from any other business strategy.
https://clearactioncx.com/strategic-customer-experience-action-voice-customer/
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