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This would involve connecting audience personas, journeys and a process that provides a 360-degree view of improvement.

This article highlights the importance of customer-centricity to the success of a business. It adds that customers aren’t necessarily focused on the lowest price anymore and wish to be understood. With the internet and social media at their disposal, customer voice has become louder than ever.

The author shares that businesses adapting to customer-centric models will be able to survive volatile markets. The piece highlights the link between operational excellence and customer experience.

To ultimately better understand customer experiences, customer journeys must be understood as these provide evidence-based insights. While designing customer journeys, businesses must know their objectives, collaborate with key people and emphasise testing.

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[5 minute read]

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