In the traditional markets the customer always has to take the initiative. The stakeholders usually are reactive, they are to busy with administrative burden, meetings, worn procedures … cultivating their enterprise myopia. Too often, after an car accident the driver has to manage its problems, mostly in a atmosphere of distrust, hoping to get it all fixed by himself.
In a digital ecosystem engaged with partners, the driver is proactively informed and served. The driver is called by the customer care agent presenting a solution before he even discovered the issue. The surprising effect of this empathic behaviour turns a possible issue into a positive driver experience.