McKinsey & Co View of the Customer-experience transformation:
Article from McKinsey & Co Customer-experience transformation: Three major components Customer-experience Transformation Any successful customer-experience program must contain several components. Partner Nicolas Maechler explains: “The first is top-management buy-in on a customer-centric strategy to ensure a shared vision. Secondly, core customer journeys must be identified and transformed by redesigning and digitizing them. Finally, enable the […]