Customer Experience Strategy: Build It In; Don't Bolt It On

It's the age of the customer, where a shift in competitive forces makes old approaches to strategy obsolete. To adapt, firms need to build customer experience into the overall company strategy — rather than bolting it on as an afterthought. This will create an opportunity for customer experience leaders within an organization to help their firms craft strategies that include a customer-centric vision, opportunities for customer-centered differentiation, and specific guidance on how to serve customers.