The effect of organization, multi-channels and moments of contact on the customer experience

Abstract

From 1831 to 1836 Darwin served as a naturalist aboard the HMS Beagle, which was on a British science expedition around the world. In South America Darwin found fossils of extinct animals that were similar to modern species. In the Galapagos Islands in the Pacific Ocean he noticed many variations among plants and animals of the same general type as those in South America and other parts of the world. Upon his return to London, using his notes and specimens, Darwin developed several related theories: one, evolution did occur; two, evolutionary change was gradual, requiring thousands to millions of years; three, the primary mechanism for evolution was a process called natural selection; and four, the millions of species alive today arose from a single original life form through a branching process called ‘specialization.’ 1 KeywordsBusiness ModelCall CentreCustomer Relationship ManagementBusiness UnitAccount ManagerThese keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.