A Critical Path for Customer Relevance, Part 1 – Brian Solis
Posted by Fred Zimny
Via Scoop.it – Designing design thinking driven operations
A key objective for senior executives over the next several years is to use disruptive technology to get closer to customers, to improve relationships, and enhance experiences. It is a considerable move and the result will usher in a new era of adaptive and empathetic business models. However, this is a move that is easier said than done., especially when vision and execution are two sides of different coins. This is a critical path where businesses must not only commit to new technology and goals, but also invest in the methodologies, systems, processes, and people to bring about change from within before it can effectively engage outside.
About Fred ZimnyLeadership in service design, service management, marketing and innovation. Contact me via http://nl.linkedin.com/in/fredzimny
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