This playbook will help provide a roadmap for companies who are ready to begin their journey to become a customer-centric organization. This would begin after you have assessed the customer-centric maturity of your organization. The playbook is intended for those of you with the decision-making power and the resources to drive change in your organization. You are a senior leader (or influencing a senior leader), and likely work in analytics, marketing, or digital, and you’re ready to shift your organization to using a customer-centric approach.
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