What does it take for a company to go from merely wanting to be customer-centric to succeeding?
To be fully customer-centric, cross-functional teams need to share information to coordinate amazing experiences that meet customer objectives. Unfortunately, team-specific business objectives often come at the expense of customer objectives.
Come Together (Right Now) To Deliver The Next Best Experience is an April 2019 Customer Analytics Playbook published by Forrester Research, addressing how you can:
- Change paradigms to prioritize customer objectives over business objectives
- Merge data insights across teams
- Synchronize business efforts for a more meaningful customer experience