Ten points for who said ‘a 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers.’ (answers on a postcard please)
It has to be a Research company who may just want to add to the current customer experience hype with a review of what worked in the past. However we are living in a new age of customer liberation. Nothing like this has been witnessed before (well perhaps the Gutenberg press has a parallel impact - see here) and so drawing comparisons with a couple of decades ago really misses the point? Or am I completely wrong and we should just focus on Lean, Six Sigma and industrialization to help us understand customers better?
My take from a recent Process Excellence conference (PEX) on how we all need to shift our perspective Outside-In.
My take from a recent Process Excellence conference (PEX) on how we all need to shift our perspective Outside-In.
