Solving the crisis of immediacy: How digital technology can transform the customer experience

By Salvatore Parise, P. Guinan, R. Kafka. 2016

308 citations recorded by the source corpus.

How researchers see this paper

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Customer experiences in the age of artificial intelligence (2020, background): “…key advantage of AI-enabled services, it is important for retailers to understand that convenience alone is not sufficient to overcome the significance of sacrifices customers feel they have to make in order to use a service, such as loss of control, loss of privacy, or a lack of human interaction.”
The digital revolution in the travel and tourism industry (2019, methodology): “As regards new technologies used by enterprises to meet the demand for real time responses to digital consumers, Parise et al. (2016) underscore the importance of two possible solutions for managing client relationships, i.e., the remote expert and the digital assistant.”
Customer experience challenges: bringing together digital, physical and social realms (2018, background): “needs for content, expertise, and personalized solutions in real time (Parise et al., 2016).”