Part of the value of platform and experience ecosystems is in their diversity, and ability to incorporate disparate elements and strengths into a unified whole. Leveraging these connections can help to fuel opportunity and innovation not just through creating new products, but creative ways of arranging those partnerships. For this to happen, companies first have to have the goal of building those partnerships externally, and creating alignment internally. Doing so will yield the most healthy ecosystem possible.
Read MoreWhen you think of call center work, what comes to mind? If you are like most people, the images are not very favorable. However, perhaps no group is as responsible for the image your customers have about your company and brand. Companies need to capture this reality, elevate ‘call centers’ into ‘experience centers’ and turn their staff into knowledge workers.
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