October 2022
Intermediate to advanced
256 pages
5h 15m
English
Content preview from Future Ready
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Chapter 4 Pathway 2
Delight Customers First
Pathway 2 is about delighting customers. Multidisciplinary teams from all over the firm innovate using digital technologies, better data, and new ways of working to engage and delight customers. For most firms, it works brilliantly, and almost everybody is happier. Customers love the new services and respond with higher customer experience scores. It is not unusual for the net-promoter score (NPS) to go up twenty points or more and revenue growth to follow. Firms that have moved up into the integrated experience quadrant had revenue growth that was 9.6 percentage points higher (relative to their industry average) compared to firms in the silos and spaghetti quadrant—a massive premium.1
The multidisciplinary ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.