3 Building Blocks of Customer-Experience Transformation

It is clear to say that since the news of Covid-19 consumer behavior has changed, which led to companies having to adapt their approach to how they connect with their customers. A proven formula has been devised for executing customer-experience transformations and consists of three core building blocks: build aspiration and purpose, enable the transformation, and last but not least transform the business. By melding all three building blocks, companies are able to generate a competitive advantage in their business. Certainly, the best sustained effect in client experience comes from uniting the three building blocks. - Peter M. & Veronica F.

https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/the-three-building-blocks-of-successful-customer-experience-transformations?cid=other-eml-alt-mcq-mck&hdpid=2556cbd8-f259-4cf5-8049-817fc8add6f7&hctky=2370637&hlkid=7009ed22f4cc43b0b9d3fd5636dc3625

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