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The Customer Experience Edge by Reza Soudagar, Vinay Iyer, Volker Hildebrand

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Foreword

THE WORLD IN WHICH WE HAVE TO DO business today is certainly different. Dramatic shifts in technology, social networking, the democratization of information, globalization, and the recent economic climate have all altered the old ways of doing business and engaging with customers. In the 1990s, companies focused on reengineering their internal processes and operations to achieve greater supply chain and manufacturing efficiencies. In the early 2000s, the focus shifted to taking full advantage of the efficiencies that were possible by using the Internet to sell goods and provide services.

However, in the second decade of the twenty-first century, the focus is shifting from the inside out to the outside in. Our company, CEMEX, is a leading ...

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