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Published on Mar 22, 2016
To build a more customer-centric organisiation, start by drawing a picture of the future customer experience.
In this video Alex and Anno Mitchell describe how to create a picture of a better customer experience which makes the organisation focus on the customer.
"Start with a single customer journey, which shows the whole lifecycle of a customer need. The journey shows handover points between self-service bookings and other information. It is an idealised vision of the customer experience, but by bringing them all together it makes clear that a lot of integration is required."