Transcendent Customer Experiences for Modern Retail Deliver a transcendent customer experience with predictive insights, and omnichannel self-service.Table of Contents 03 Executive Summary 04 Delivering an Enterprise Experience for the Modern Digital Economy 05 Innovating with Governance via ITIL 4 06 Four Essential Elements of User-Centric Service Management 08 Conclusion 2Executive Summary In the modern retail environment, users need IT experiences as innovative, intuitive, and automated as digital life itself. By meeting the expectation for a more customer-centric experience, I&O organizations can unlock the full productivity and creativity of the enterprise workforce to drive business agility, innovation, and digital transformation. To deliver a fully modern customer

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