Industry cases surrounding C/DXE
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As a financial services company, it is unusual for USAA to be an industry leader in terms of NPS. The radical measures that led to this are all the more astonishing.
The hospitality industry understood long ago that the guests must be at the heart of everything that hotels do. Consequently, over a long period of time, the industry has spent a lot of effort to understand guests’ needs and desires. Tech companies, in contrast, were able to come to an in-depth customer understanding in a relatively short period of time not just because of their proficiency in using technology, but because they look outside their own box.
Thousands of businesses in Mainland China have their own mini apps on WeChat. This allows the customer that streamlined one-touch experience, which in an offline setting is what breaks or makes a mini app. People don’t enjoy standing in a physical location and spending time to figure out how an app works; they just want to get what they are there for and move on.
One technology that can serve the need to try products virtually is augmented reality. Here, additional information or features are added to the real world.