discussion questions 619

Use the below link to access the following McKinsey article entitled “Designing and starting up a customer experience transformation” as the basis for your knowledge board commentary on how to better align your client’s brand with the customer experience elements. As part of your commentary addresses the key pillars for a new framework based on the following:

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1) Offer new ways/ insights on how you visualize the Catwalk Cow experience to benefit from the customer’s experience touchpoint analysis (e.g., emotional, physical, situational, etc.), and

2) Offer a detailed discussion on how best to communicate the newly visualized customer experience through multiple media channels (e.g., digital, social, mobile, customer service and face-to-face interactions).

http://www.mckinsey.com/business-functions/operations/our-insights/designing-and-starting-up-a-customer-experience-transformation

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