As Yvonne Byrne sees it, companies that focus on sales at the expense of customer experience are missing a trick.
And Byrne should know. A partner in the digital practice at Deloitte Ireland, her speciality is customer strategy and applied design.
The relentless rise of the online marketplace has revolutionised how many companies reach their customers, but every bit as altered, according to Byrne, are the expectations customers now have of the companies they buy...
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