Key Takeaways

In this webinar, we will focus on:

• Defining the customer enterprise, including how to build a customer experience strategy
• Creating alignment through measurement and evaluating progress

• Building operational adaptiveness by focusing on outcomes
• Using a hybrid approach to strategic souring

Detailed Overview

Navigating the turbulence of 2020 has been a challenge for even the most agile of organizations. Why have some businesses thrived in the face of a global pandemic, an economic downturn, and social unrest, while others struggle to meet the changing needs of their customers?

A truly transformed, customer-centric organization wins by delivering on the total customer experience. It’s about marketing, sales, commerce, and service no longer working separately, but in unison to foster a culture of innovation, agility, and shared goals.

Building an adaptive organization begins with focusing on three areas: customer enterprise, metrics and KPIs, and operational innovation.

This is Part 3 of a three part series. Register for Part 1 here. Register for Part 2 here.