Using Customer-Facing Platforms in Multi-Channel Approach

Companies, across a variety of industries, are increasingly taking a multi-channel approach to core product and service delivery. While a company-owned website or app often remains the primary way for the company to interface with and deliver services to its customers, third-party platforms can sometimes be an attractive additional channel through which customers can be acquired and maintained. This means negotiating and entering into platform agreements that are intended to bring mutual benefit to both the company and the platform provider. In this episode, Rohith George and Corina Cercelaru, along with host Julian Dibbell, will explore key issues for companies to consider when engaging with customer-facing platform providers and recommend approaches to take in order to achieve a successful collaboration.