In the modern Digital era, Customer Experience has become the foundation to sustainable business growth.
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Emerging technology trends are driving businesses to Digital Transformation across industries. At the core of most Digital Transformation projects is the evolution of the Customer Experience, from a traditional linear process (with few touch points) to a continuous, circular process (with constant touch points).

This new approach to Customer Experience has been captured by many top-tier management consulting firms. This presentation provides an overview to Customer Experience frameworks developed by McKinsey (Customer Decision Journey) and Accenture (Nonstop Customer Experience Model).

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