Trends Report

Brief: Why The Sharing Economy Matters For Customer Experience Professionals

February 25th, 2015
Deanna Laufer, null
Deanna Laufer
With contributors:
John Dalton , Curt Nichols

Summary

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, comprise the $100 billion sharing economy, poised to disrupt incumbents in hospitality, travel, finance, and many other industries. Unlike traditional companies driven by operational efficiency or blinding product focus, sharing economy firms obsess over the quality of the experience they deliver. Customer experience (CX) professionals can learn from the sharing economy's success to guide their experience design transformations.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.