Customer experience is 21st brand management. In the age of total (digital) transparency, it is no longer about what you promise your customers, but whether and how you deliver against your promises – across all touchpoints along the customer journey.
This requires you to reinvent your customers’ experience and make it the operating system for your entire business. A goal that can only be achieved through a far-reaching transformation of your governance and operating model as well as your company’s culture. But, ultimately, it’s the only way to create new value for all your stakeholders – customers, employees and shareholders alike.