Transformation Solutions

A leading research and advisory services company, the Corporate Executive Board (CEB), has analyzed the differentiating factors that helped some companies consistently outperform their peers as they came out of the economic recession, in a document Executive Guidance for 2011. It centers on ‘Intelligent Growth’ based on the long-term pattern of above-industry performance in the areas of revenue growth and efficiency, of which less than 10 percent of global organizations are a part. In a four part series, we will discuss the way forward for companies to achieve ‘Intelligent Growth’ by highlighting four key management principles. The first ‘Customer Experience Innovation’ proposes three aspects that account for intelligent growth by Reinventing the Buying Experience, Innovating Customer Contact Centers and Re-devising Finance & Accounting Services. This article discusses innovation within the customer experience via Reinventing the Buying Experience.