At a time when poor customer experience can go viral in minutes, companies can live or die by the way they deliver services, respond to issues and manage customer expectations.
This shift is echoed by CEOs themselves, who feel a growing responsibility to represent the best interests of their customers.
High performing organisations are investing in an integrated architecture of eight fundamental capabilities to unlock new value for customers, employees, partners and shareholders. We call this a connected enterprise. It is an holistic way of positioning your business to compete today and into the future to deliver differentiated customer experiences.
Our report outlines eight capabilities and the steps to take to become a more customer-centric organisation.
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