This document discusses transforming the customer experience through operational excellence. It argues that operational excellence is an effective strategy to improve the customer experience. The key factors for success include making it a transformational journey, acting concretely, taking a business process-driven approach, and leveraging telecom and IT converged processes, solid architecture, and best-of-suite solutions. HP's approach involves business consulting, global delivery factories, transformation governance, and software solutions to help customers achieve operational excellence and transform the customer experience.