I am a big believer that business and operating models form the foundation of an organization’s customer experience. Dated models equal a dated customer experience.
Let’s take a look at business transformation strategies as it applies to customer experience and employee experience.
Strong Processes Define Brand Customer Experience
Whether it’s the restaurant that can’t quite get mobile ordering right, the retailer that can’t quite keep count of on-hand inventory or the telco that doesn’t take customer loyalty and lifetime value into account when raising rates across the board, strong organizational processes and models correlate to a brand’s ability to deliver a modern and satisfying customer experience transformation.
