In the past few years, thousands of companies including Uber, Lyft, Airbnb, and Lending Club have popped up to deliver peer-to-peer services to customers. As part of the sharing economy, these businesses are poised to disrupt incumbents in hospitality, travel, finance, and many other industries. And unlike some traditional companies that are driven by operational efficiency or blinding product focus, sharing economy firms obsess over the quality of the experience they deliver. In this episode, analyst Deanna Laufer discusses what customer experience professionals can learn from the sharing economy's success to guide their own experience design. For more on this research, check out Deanna's report Why The Sharing Economy Matters For Customer Experience Professionals on Forrester.com.