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"While consistency or emotional engagement will be sufficient for some situations, to create true customer relevance, companies must raise their aim when designing their experience. Customer experience has a new higher bar: purpose."
"Organizations and leaders are facing today the convergence of three mega trends that are reshaping their value proposition, their customer relationships, and their talent engagement. Alone, each of these mega trends is a significant challenge to face. Together they present either an existential threat to the business or an evolutionary opportunity. And, by and large, most leaders are neither ready nor equipped to address these changes."
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