BY DESIGNING A PROGRAM FOR CHANGE THAT WAS TAILORED TO THE ORGANIZATION’S UNIQUE WANTS, NEEDS, AND CHALLENGES, THE WORK SPARKED A REVOLUTION ACROSS THE BUSINESS, ENCOURAGING EACH TEAM MEMBER TO START THINKING ABOUT THE CUSTOMER IN EVERYTHING HE OR SHE DID. THE CHALLENGE A leading telecommunications company with operations around the world had committed to placing the customer at the heart of everything it does, and it partnere

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