Empowered customers are changing the fundamentals of the market. In response, most companies are executing customer-centric strategies.
But not all companies are able to successfully make the transformation, and not all executives can effectively lead the people and culture change necessary. Many companies have underestimated the magnitude of change needed to operate a customer-obsessed business — and the speed required to catch up to dynamic customers and disruptive competitors.
In 2016, the gap between customer-obsessed leaders and laggards will widen:
Leaders will take on the hard work of shifting to a customer-obsessed operating model.
Laggards will aimlessly push forward with flawed digital priorities and disjointed operations.
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