We're planning our trip to Amsterdam to run our 29th program over there. Naturally,we visited the websites of KLM, Lufthansa, and Cathay Pacific, to check the schedule and price. After rounds of comparison of those boxes and grids, we decided to go for Cathay, as they fit us the best in terms of flight time; though their price is a bit more expensive than the rivals. Before we pressed the "buy" button, our last experience of buying travel package with a local agent reminded us that it might be worthwhile to give her a try. A nice little surprise did happen as we ended up to get our tickets 10% cheaper than we could get from the carrier's site.

Nowadays, it's very common to make your purchase online-for price, convenience, speed, limitless selection, information, and even the reviews from online communities, such as Amazon-even I didn't plan to purchase at Amazon.com, whenever I'd like to buy any book, I'll go to see the online reviews of that book at Amazon.com, to decide to buy or not. Online is such a powerful channel - it's the Now and the Future-for customer experience management.

Enjoy the articles from our two International Partners, Shaun Smith from UK, and Jim Sterne from US to get insights of the digital world.

Sampson Lee
President of G-CEM

Creating customer experiences in a digitally connected world
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