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Design thinking can help connect tech pros more directly to customer experience


Venu Gooty, senior vice president of digital strategy and transformation at Hinduja Global Solutions (HGS), offers his thoughts.

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Article originally published on ZDNet

Marketers, salespeople and company leaders make promises, promises, promises — then it all falls in the laps of technology professionals.

There’s a lot of buzz about using the technology tools and skills at our disposal to boost the customer experience — providing friendly, real-time-ish responses to inquiries and orders, and perhaps even providing customers more direct input on the design of products and services they receive. Marketers, salespeople, and company leaders make promises, promises, promises — then it all falls in the laps of technology professionals. The question is: Is the technology community ready to deliver? Industry leaders have mixed opinions on its state of readiness.

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