What’s Behind the Curtain of Customer Transformation?



Peppers & Rogers Group Webinar



There's much more to successful customer transformation than meets the eye. While customers can tell the difference between a disconnected experience and an experience built on deep insight and relevant interactions, there are changes that need to take place behind the scenes to support the shift. In the webinar, “What’s Behind the Curtain of Customer Transformation?,” Don Peppers, founding partner of Peppers & Rogers Group, Ron Wince general manager of TeleTech’s consulting services, and Harley Manning, vice president and research director at Forrester, explore how operational processes and tools enable a disciplined approach to customer transformation. Discover:


How internal operations connect to customer centricity

Six essential customer experience disciplines that guide transformations big and small

How to implement tools and frameworks to align organizational operations to the experience strategy

Best practices in coordinating the enterprise to simultaneously improve customer centricity and operational effectiveness


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