What matters in customer-experience transformations

23 July 2019. Few debate the importance of customer experience, but companies still have trouble transforming their organizations to capture all the advantages of excellent customer experience. While approaches vary based on the maturity of the business and the customer opportunities, the most-successful companies address three building blocks: aligning on a strong aspiration, implementing a disciplined process for transformation, and building up the enablers to make it all work. Read more…

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