Leading brands are continuing to raise the bar on expectations for customer experience at every touchpoint. Global studies show that brands that deliver a superior customer experience to their audience increase their brand value 10 times faster than others.

Turbocharging shareholder returns is increasingly going to depend on an organization’s ability to prioritize customer experience. Prioritizing is the board’s responsibility; the vision, leadership, and momentum required for an organization to become truly customer centric needs to come from the top. Are the leading companies and brands of the world prepared for this?

Key takeaways:

• Bridging the gap between ambition and reality
• Tips to transform customer information into valuable insights
• Rallying the organization around a single, unifying vision
• Handling the tension between trust and technology