Wharton faculty identify specific leadership challenges as well as opportunities for improving customer support:

Building Team Capacity – experiential learning will become important

Placing a Premium On Getting It Right – “leaders must be able to act more quickly and decisively as it becomes tougher for them to know precisely what to do”

Embracing Game Thinking – reward systems and other tools derived from games motivate customers and employees

Experimenting Continuously – due to technology innovations, “companies are able to see in real-time what works and what doesn’t and can respond quickly”

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