A Five-Step Roadmap to Become a Customer-Centric Company
By Brian Solis
To drive growth in this new economy takes more than transferring existing models and processes to digital touchpoints. It requires digital innovation centered around a connected customer with ever-evolving expectations.
Leading brands are learning to transform operating models and processes that support digital-first customer engagement while exploring opportunities to create value in new ways. It’s a fundamental shift from selling to understanding customers.
Rob Birse, head of global B2B ecommerce at Kellogg’s, points to technology and a customer-centered mindset for “unlocking innovation to help retail channel …
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