Developing a customer-experience vision

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To provide a distinctive experience for customers, an organization must unite around the goal of meeting their true needs. Done well, the effort can power a vast amount of innovation.

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For more insight into creating competitive advantage by putting customers first and managing their journeys, see our customer-experience collection.

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Designing and starting up a customer-experience transformation

To successfully initiate a broad improvement program, decide on a structure, select the sequence that's right for your type of company, and don't forget to recruit change agents.

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