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The scope of end-user technology knowledge is changing at breakneck speed. Every day brings new rules of engagement between the customer and the enterprise. In a world where customers are fully in the driver seat and have power over our brands, businesses and can even dictate the delivery method of services, how do you stay ahead? Anne Saunders, senior executive and board member at Nautilus, Starbucks, Bank of America, and AT&T, describes the evolution of customer engagement she has experienced over the past decade.