Summary
Customer experience (CX) professionals at established firms struggle to replicate the lean mix of strategy, technology, and execution associated with successful startups and their distinctive products. But legacy systems and business-as-usual conventions, while difficult to overcome, do not have to hold companies back. Leading startups practice techniques that any company serious about customer-centric business design can follow. This report explains how customer experience professionals need to assess and embrace disciplined simplification to build innovative digital customer experiences.
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