Summary
Customers’ power in the marketplace continues to ramp up, so eBusiness leaders still need to transform digital customer experiences, including marketing, sales, and channels. The ability to align products, operations, and business models to what we call a “customer-obsessed operating model” will determine firms’ ultimate success. In this report, eBusiness professionals will learn how digital technology can transform both experiences and operations to ensure that they are customer-led and insights-driven, and customers get to the outcomes they desire.
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