In this age of digital disruption, some companies — Amazon, Netflix, Apple, Uber and Airbnb, among them — are doing things right. A highly positive digital customer experience drives customer satisfaction, which in turn leads to increased revenues and ongoing customer loyalty for businesses. Consumers now expect and even demand the same kinds of digital experiences from any company they deal with, regardless of industry.

The unfortunate truth, however, is that many organizations are harming their customers’ digital experience — and in some cases their safety — on a regular basis. Customers can find themselves with limited access to personal data, discover that their connected vehicle can be digitally sabotaged or experience a wide range of cellular service quality at U.S. airports.

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