The ability to create a customer-centric model focused on attracting and growing customer loyalty and advocacy will be clearly demonstrated by the winning technology program or project. Organizations in this category move from reach (awareness) to relevancy (preference) to reciprocity (having a two-way exchange) in their relationships, particularly with customers. Typically, these organizations are generally focused on driving enhanced, consistent and innovative experiences using a multitude of physical and digital integrated channels across the business ecosystem of customers, partners, employees and/or other stakeholders. These organizations are often:

  • Creating unique differentiating experiences across the ecosystem (not only customers)
  • Delivering seamless and engaging omni-channel customer experiences
  • Making processes, products, and assets highly instrumented and contextually aware

Leave a Reply