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The 2013 C-Suite Study, “The Customer-Activated Enterprise”, identified three defining characteristics of successful future organizations:- Opening up to customer influence —breaking down barriers to extend collaboration inside and outside the organization, and bringing customers’ voices directly into the boardroom.
- Pioneering digital/physical innovation—fusing traditional activities with social, mobile and digital networks to create new products, services and business models.
- Crafting engaging customer experiences— creating and enhancing seamless interactions that fulfill customer expectations and differentiate the organization.
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