Emphasizing customer experience as a key growth lever, this series introduces a new B2B framework prioritizing customer centricity for improved business results. It highlights the shift from product or price competition to personalized experiences, driven by changing workforce demographics and expectations influenced by personal shopping. To achieve this, breaking down silos and integrating commercial functions is crucial for offering cohesive, tailored customer journeys. Digital and personal touchpoints must align to meet evolving needs, underlining customer centricity as the competitive edge. The series will explore strategies for operationalizing this focus across functions, enhancing customer connections and loyalty for sustained revenue growth.

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