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Customer Driven Transformation

by on Mar 22, 2013

  • 391 views

Leading organizations are increasingly launching major efforts to improve customer experience. Yet many of these organizations are finding these efforts to be challenging multi-year initiatives. To ...

Leading organizations are increasingly launching major efforts to improve customer experience. Yet many of these organizations are finding these efforts to be challenging multi-year initiatives. To understand what it takes to be successful, we interviewed senior executives from 20 top multinational enterprises deeply engaged in leading customer driven transformation efforts. From these discussions we mapped out three critical directions that make the route to success shorter, faster, and more successful:

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