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For Customer Experience Professionals

The Adaptive Thinker: Flex Between Divergent And Convergent Thinking To Win

August 15, 2019

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Why Read This Report

Every business runs on thinking, mostly in two modes: divergent and convergent. Yet individuals and organizations tend to favor one mode over the other when they shouldn't — or misapply them. This report for customer experience (CX) pros explains how you and your colleagues can become adaptive thinkers and use the two modes for maximum impact on improving CX — and everything else about your company.

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Table of Contents

  • Every Business Runs On Thinking
  • Become An Adaptive Thinker: Balance Divergence And Convergence
  • Recommendations

  • Start Evolving Toward Adaptive Thinking Now
  • Supplemental Material
  • Related Research Documents

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