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 transformation by establishing a permanent, live feedback loop from customers to as many employees as possible.” (Building blocks A, B, C.)