Framework Primer: Customer Experience

Presentation Deck from Flevy.com

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).

This 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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