New Expectations for a New Era

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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