Framework Primer: Customer Experience

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Emerging technology trends are driving businesses to Digital Transformation across industries. At the core of most Digital Transformation projects is the evolution of the Customer Experience, from a traditional linear process (with few touch points) to a continuous, circular process (with constant touch points).


Screenshot 2017-02-01 17.18.12.pngThis new approach to Customer Experience has been captured by many top-tier management consulting firms.  In fact, this presentation will provide overviews for 2 such frameworks:


  • McKinsey’s Customer Decision Journey


  • Accenture’s Nonstop Customer Experience Model


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