Interesting article on customer empathy and the role of Information technology to support it. Question is whether an organization can truly be empathetic, or the technology is really enabling employees who choose to be.
McKinsey declares, “new digital upstarts are threatening the bottom lines, growth prospects, and even business models of traditional service providers. It’s time for the incumbents to innovate — or be left behind. (McKinsey Insights & Publications, “Service Innovation in a Digital World”, February 2015) McKinsey presents their case for three customer-driven innovation imperatives that must be approached with the same rigor, enthusiasm and intensity as product companies bring to R&D:
- Institutionalize service innovation
- Personalize the customer experience
- Simplify service delivery
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