The document discusses how converging mobile and wider industries is driving the need for companies to focus on customer experience (CX) to remain competitive. It notes key drivers like frictionless experiences, knowing individual customers, and being data-enabled. It highlights how CX directly impacts market share growth and churn rates globally across all industries. The document outlines an approach for companies to shape an inspiring vision, design-in success through testing and measurement, and start a movement by investing in CX and customer experience. It emphasizes continuous measurement and learning from the customer experience.