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is revolutionizing the way companies operate and act in themarket. Companies can no longer rely solely on their own characteristics or onthe specific expectations of their sector of activity. They must confront thebest practices of their competitors who offer an excellent quality customerexperience. This implies that companies must be competitive not only inrelation to their direct competitors, but also in relation to their indirect ortransversal competitors, that is to say those which operate in other sectors,but which have an influence on customer habits and preferences. For example, ifa customer uses an e-commerce platform that offers fast delivery, , they expect to benefit from the same thing fromall

companies, whether it is a airline, bank or insurancecompany. And even if these companies have  Chinese Malaysia Phone Number List different limitations due to thenature of the services they offer or the applicable legislation, the customerdoes not seek to know the details of their internal workings or their customersupport systems. What the customer wants is a simple, satisfying experiencethat saves them time, effort, and money while providing trust and security.This is why companies must adopt innovative and personalized solutions to improvethe customer experience at all stages of the customer journey. Horizontalexperience represents both a challenge and an opportunity for companies. On theone hand, it requires constant investment in the customer experience so as notto lose

ground on the competition or on newcomers who can rely ontheir reputation or on innovation to attract customers. On the other hand, itoffers the opportunity to differentiate yourself and retain customers byoffering them a memorable experience that goes beyond their expectations. Andthis is even more strategic in times of economic crisis. It’s when new customeracquisition becomes difficult that customer retention becomes even moreimportant, especially when it comes to your ROI . And when customers are satisfied,they are much more loyal and recommend your brand to others, which can helpyour business thrive, even in times of crisis.