Table of Contents

Executive Snapshot

Figure: Executive Snapshot: The Future of the Customer and Consumer — The Enterprise Perspective

New Market Developments and Dynamics

Figure: The Future of Customers and Consumers

Attributes of the Enterprise of the Future

Planning for Change

Future-Proofed Brand Values and Vision

The Future Service-Centric Operating Model

Leveraging Technology to Deliver Customer Value

Figure: The Prism of Data and Technology

The Four Enabling Technology Areas

Contextual Awareness

Frictionless Engagements

Active Learning

Sentiment Measurement

Advice for the Technology Supplier

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Related Research



Related Links