For many organizations, the customer experience is rapidly becoming the last competitive differentiator. Their products, and even services, have become commoditized and dramatic cost cutting has not proved an effective way to profitably gain and retain customers. However, doing business in a complex market with proliferating customer touch points means that it is actually getting harder, not easier, to consistently and profitably deliver the right kind of high-quality experiences to all customers all the time.
This document argues that the network offers companies the most fitting foundation on which to build their customer service solutions. A network can connect not only all a company’s customer touch points, but also its employees, partners, and suppliers, all of whom contribute to the creation of positive customer experiences.