It may seem like they are odds, but it’s imperative that companies think carefully about strategies for both their digital products as well as customer service. That was one of the main points of the recent WIT Summit in Canada, as reported by Information Age magazine. Paul Lewis, the CTO of Pythian, noted that thinking digital-first means a balance between “underlying innovation and evolving customer experience.”
Another type of balance — more vs. better — should also be understood when offering products for the customer experience.
