Customer Experience
from the Outside In


How to make the shift to allow customers shape strategy, operations and culture for long-term business success

Traditionally many brands perhaps remained in a traditional manner of engaging with customers; relying on an internal focus “if the product or service is good enough it will sell”.

However as customer expectations and their touchpoints change and increase, organizations must move their strategy, operating model and culture to bring the customer inside the business.

For many brands this will be a seismic shift that touches all areas of the business. This CX Insider whitepaper will provide key best practices and advice on how to make that change, from an Inside Out (assumptive, internally focused) business model to an Outside In (proactive, agile and inclusive) approach.

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