White Paper: Bold Leader Guide to Customer Experience
Bold leaders, which we define as those who think and act beyond the existing organizational limits, and who are driving important changes in their organizations, understand that any movement without considering the customer is fraught with peril. Bold leaders take customer experience a meaningful step further. They use a deep understanding of the customer to define an ideal experience and work backwards from that ideal in a focused way.
This white paper details the bold leader approach in three steps: Think Outside In, Use Critical Moments to Focus the Change, and Deliver Desired Outcomes.