Inquiry Response: Foundations For A Digital Customer Experience

Inquiry:

We’re developing an advanced digital customer experience strategy that needs to be able to support B2B, B2C, and B2B2C. What should we look out for as we prepare our organization and our data for this evolution? Response:

THE BIG IDEAS:

  • Centralization
  • Graphic design
  • Data generation and access

CENTRALIZATION

  • Be intentional about associating customer insights with product development. You want consumer behavior to help drive product design, and from there, emanate to marketing and other areas. For

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