Grau Algueró, CarlosThibault, Genevieve2019-09-162019-09-162012https://hdl.handle.net/2445/140078Màster de Direcció d'Entitats Asseguradores i Financeres, Universitat de Barcelona, Facultat d'Economia i Empresa, Curs: 2011-2012, Tutor: Carlos Grau AlgueróWith a clear outlook towards today’s fierce price competition and rapidly changing customer expectations, this thesis seeks to summarize how companies who turn to embracing the philosophy of providing a superior customer experience to differentiate themselves can achieve a sustainable competitive advantage over its competitors. To this end, the thesis will provide an overview of key elements in designing and innovating the customer experience in light of current social trends and crossindustry insight from customer service established leaders. To easily undertake this reflection process, the thesis is divided the following way: basic concepts of services, external market outlook, internal considerations for companies, a highlevel approach to rethinking the customer experience, and finally conclusions.86 p.application/pdfeng(c) Thibault, 2012AssegurancesGarantia de qualitatEducació del consumidorTreballs de fi de màsterInsuranceQuality assuranceConsumer educationMaster's thesesinfo:eu-repo/semantics/masterThesisinfo:eu-repo/semantics/openAccess