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Digital-native organizations are digitizing their entire critical Customer Journeys at scale to realize improved Customer Experiences and Engagement. They achieve these results by transforming their products, processes, legacy systems and technology, and culture to become truly digital businesses.

Becoming a digital business and revolutionizing multiple Customer Journeys concurrently needs restructuring, integration of existing systems, building new capabilities, and deploying existing competences in a different way. Organizations are maintaining customer engagement and beating competition by digitizing all of their important Customer Journeys.

This presentation presents a detailed overview of the 5-phase Omni-channel Customer Journey Design approach that is critical for improving Customer Experiences and accomplishing higher Customer Engagement:

1. Develop Enterprise Customer Experience Story
2. Prioritize Technology Transformation Projects
3. Develop a Flexible Ecosystem of Technologies and Platforms
4. Adapt Principles of Strong, Agile, and Lean
5. Be Adaptive in Performance Management

The slide deck also includes some slide templates for you to use in your own business presentations.

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Source: Omni-channel Customer Journey Design PowerPoint document

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This business document is categorized under:
Business Framework Primers

File Type: PowerPoint (ppt)

Tag(s): Customer Experience, Customer Journey

Number of Slides: 22

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Upload date (first version): Nov 21, 2019

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