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Published Spring 2017

This white paper explores how B2C organisations are implementing digital transformation and establishing a customer experience focus that will position them for success.

  • Discusses how continual change is essential in a fast-moving landscape
  • Reveals the CX revolution and benefits for customers and businesses
  • Examines how organisations are implementing digital transformation
  • Considers physical and digital integration
  • Addresses how to create an agile organisation.

The third Industrial Revolution, also known as the Digital Revolution, is upsetting the status quo and driving change through the most stable markets. Drawing upon insights from across sectors and including exclusive interviews with leading executives driving digital transformation strategies, this paper: