Customer Understanding is the Cornerstone of Customer-Centricity

A talk by Annette Franz
Founder & CEO, CX Journey Inc.

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About this talk

In this session, I'll talk about the connection between customer understanding and culture, specifically, a customer-centric culture. I'll outline six things you need to know about customer understanding, what it is, why it's important, and how to use it to design a great experience and to drive desired customer and business outcomes.

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