Presented by McKinsey, this guide examines the fundamentals of customer interaction, as well as the necessary steps to build a more customer-centric organization.

The CEO guide to customer experience

Companies that create exceptional customer experiences can set themselves apart from their competitors. What do my customers want? The savviest executives are asking this question more frequently than ever, and rightly so. Leading companies understand that they are in the customer-experience business, and they understand that how an organization delivers for customers is beginning to be as important as what it delivers.