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In the past few years, thousands of companies that eschew traditional business models in favor of digital platforms have popped up to deliver peer-to-peer services to customers. These companies, including Airbnb, Lending Club, Lyft, and Rent The Runway, are part of the $100 billion sharing economy and are poised to disrupt incumbents in hospitality, travel, finance, and many other industries.
A key reason for their rapid success is their attention to the quality of the customer experience they deliver. They aren't gradually maturing their customer experience capabilities; rather, they are building a business model solidly based on experience.
Join Forrester analyst Deanna Laufer for a discussion of what customer experience professionals can learn from the disciplined approach these companies are taking.
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In the past few years, thousands of companies that eschew traditional business models in favor of digital platforms have popped up to deliver peer-to-peer services to customers. These companies, including Lyft, Airbnb, Lending Club, and Rent The Runway, c
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