High-Tech Touchpoints Are Changing Customer Experience

Karen Lellouche Tordjman, Marco Bertini

Research output: Other contributionBlog


This article explains three opportunities for business leaders who want to enhance their companies' customer experience and drive greater satisfaction and profitability. First, we recommend leaders to focus on removing any redundant friction from the purchase journey. Second, leaders must consider and implement augmented experiences. Finally, business leaders must emphasize intuitive interactions wherever possible.
Original languageEnglish
Publication statusPublished - 20 Mar 2023


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