customer experience

Chemistry experiment

Who Comes First: Customers or Employees?

Should companies put customers or employees at the center of their universe? There are two competing thoughts on this question, as illustrated by Jeff Bezos

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Another Way to Transform the Customer Experience

We just finished our conference, Descartes Evolution 2019, where the theme was Transforming the Customer Experience. I reflected on a session where our customer explained how they were transforming the customer experience in a unique way in logistics: by extending the planning horizon. The retailer significantly improved its ability to complete repairs on the first visit, and correspondingly cut overall response time, by providing better schedule visibility to technicians in advance of actual service dates.