Aside from the fundamental role played by new technologies

[nurmohammadkhan]

Michael A. Cusumano was among the first to try to photograph in the mid-2010s a particular trend that was increasingly gaining ground: technology-based startups that connected suppliers and users of resources by operating through Web platforms . the model worked according to a very simple mechanism : a person rented tangible or intangible resources from someone else who was underusing them – and the company functioned as the necessary intermediary: facilitator, interface and point of contact.

“The sharing economy has ushered in a new era in which underutilized goods romania whatsapp resource become peer-to-peer services made available for rental” (source: How Traditional Firms Must Compete in the Sharing Economy ).

What is important to underline here is that the companies that first had the intuition to translate the rental procedures into the digital ecosystem also redesigned the experience that the consumer, choosing that particular method of purchasing goods and services, would have lived.

In other words, CX and Rental – on the one hand the totality of interactions experienced online and offline by the customer and on the other the business model with its processes and operators – have redesigned each other to adapt to the new configuration assumed by the markets, in which the consumer is the protagonist .