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Do you see the X within transformation? Often we talk about digital transformation... which is not about digital, it's about transformation. This transformation means not just using digital tools & channels, it means changing the entire business... and this in direction to the customer and...
Very often I see people talking about all the buzzwords and then they start doing something "new". In real they don't dare to change something fundamental.
#CustomerJourney is a process and the point where someone is in his path to purchase for example. It is not a perception what a experience is more to be.
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