February 2020 | Future of Field Service
Customer Experience

Is it Time to Individualize the Act of Service Delivery?

If you happen to visit Walt Disney World in Florida, and happen to find yourself, having waited in line for 2 hours, sitting in the cool, dark, somewhat stinky boats-on-rails of the It’s a Small World ride, you may notice, as you depart the ride, a farewell addressed specifically to you. As I braced myself for reemergence into the blistering Orlando sun, “Goodbye, Tom” appeared on a screen, next to a small kewpie-looking boy wearing…