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C

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Di
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Con
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Cu
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TheCus
tomerExperi
enc
eImpe
rat
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fo
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nter
pri
sest
o d
ay

I
ntoday’
sfierc
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mp eti
ti
veworl
d,t
hetabl
eshav etur
ned-or
gani
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onsneedth
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t
ome rsmorethantheotherwayarou
n d
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ti
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omt haneverbef
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ns uchasce
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onsneedto
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i
vec ompet
it
iv
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fferen
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atio
ntosta
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t
ia
ti
o nnolo
ngerres
idesi
nproduct
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ngs,
bu ti
nthewayth
ecustomeri
sser
vice
d.

Acusto
me r’
sexper
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thano r
g ani
zatio
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e c
t i
mp a
cto nkeybusi
n e
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t
ersthatdefin
esuccess–cust
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iti
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e t
ent
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Forinst
ance,
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t
ome rwhop e
rcei
vesthei
rexperi
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stagesofthejour
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ike
lyto
r
eturntodomo reb usi
nes
s,thusb r
ingi
ngi naddit
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nue sandp ot
enti
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ness
gr
owthv i
acust
ome radvoc
acy.Howe v
er,i
f t
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eri
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a l
l
ssho rt
of c
ustomerexpect
a-
t
ion,t
heb us
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ysta
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so pport
unityme nt
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llnowh a
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ya nde ffort
sinacquir
ingnewc ustomer,
thusinc
reasi
ng
t
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nshort
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tome rexperi
encecand omo redama getobusi
n es
sthanthe
po
s i
ti
veimpactof
ag oodexper
ience.

K
eyd
riv
ers

Cu
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Exp
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enc
e-Dr
i
venDi
gi
ta
lTr
ans
for
mat
i
on
C
ust
ome
rEx
per
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eise
mer
ginga
sthema
inb
usi
nes
spr
ior
it
y
Whil
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a ndproducti
vi
tyfac
tor
sh avesof
arbeenatth
ecoreofdi
gi
talt
rans
for
mati
on
pr
oje
cts,
withtheincr
easi
n gdominanc
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igi
ta
lincus
tomerengage
me nt
,th
ema r
ketha
s
se
enas i
gni
fi cants
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t i
nthescop
eo fsuc
hp r
oj
ects.
Today
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all
costr
educt
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nsand
pr
oduct
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tye n
hanceme nt
sa r
egivi
ngwaytoanewb usi
nes
sp r
i
ori
ty–cust
ome r
-c
entr
i
c
i
nnovat
ion
. Busi
nessesar
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ewingthei
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ransf
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ect
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omt heout
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romh owtos e
rvethecustomerbett
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uct
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Pi
l
lar
sof
suc
ces
s–Ma
rke
ting&I
T
Tr
aditi
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y,di
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ransf
orma ti
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ectsledbythei nt
ernal
ITo r
g a
nizat
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te
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nologythathel
p sbusi
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est oa t
tai
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nesseffic i
enci
esa n
dp roduct
iv
ity
.
Howev er
,i
ntoday’
stimewh ent h
ereisgrowin gfocu
so nc u
stome rexper
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e ,
atransf
or-
mati
o np r
oj
ecttha
tisloos
elya l
igne
dwi thc ust
ome ri
n si
ghtsi
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pf orf
ai
lure.
T h
u s
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cessfuli
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vingbusi
ne ssoutc
o me ssetout,i
tisimperat
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Ta ndthema r
-
ket
ingo r
gani
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onwi t
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nth ecomp anytoc oll
aborat
ea ndjoi
ntl
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ivethetr
a n
sformati
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oject.Whil
etheI
Td epar
tme nt’
sexp er
tiseintechnol
o gycanhelpindeter
miningthebest
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uti
o nstha
tcanbeimp l
eme nted,t
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ngfolkscancomp le
me nti
twithav i
ewo f
howth i
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io
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lpote
ntiall
yimpactth ecustomer’sexper
ience.

Cu
sto
mer
Exp
eri
enc
e-Dr
i
venDi
gi
ta
lTr
ans
for
mat
i
on
Re
commend
ati
on-St
ruc
tur
ethei
mpl
eme
nta
tio
n
pl
an,
wit
hcus
tome
ratthec
ent
er

I
ti
scl
eartha
torga
niz
ati
o n
sthatsuc
ceedinl
eadi
ngac us
tomer-
cent
ri
cdig
ita
ltr
ansf
orma-
t
i
onwill
stee
raheadi
ntherace.
Buttodoso,i
ti
simpe r
ati
vet
ochal
ko u
tawe l
l-
str
uct
ured
p
lan,
onethatd
efinesthetec
hnol
ogiesandsol
uti
onsrequi
re
dbasedonhowtheywil
l
i
mpactt
hecust
ome r

sex p
eri
ence,
andn ott
heothe
r wayaro
und.F
oll
owingar
esomec o
n-
s
ide
rat
ionsf
ororg
aniz
ati
onswh i
l
ede si
gni
ngthe
irt
ransfo
rmati
onpla
n:

Cu
sto
mer
Exp
eri
enc
e-Dr
i
venDi
gi
ta
lTr
ans
for
mat
i
on
Cu
sto
mer
Exp
eri
enc
e-Dr
i
venDi
gi
ta
lTr
ans
for
mat
i
on
Cy
berMed
iaRes
earc
h
B-
35,
Sect
or32,
Gurg
aon-122
001
+
91-12
4-48222
22

Cu
sto
mer
Exp
eri
enc
e-Dr
i
venDi
gi
ta
lTr
ans
for
mat
i
on

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