Guiding Principles

Organize around the customer through active listening, empathy, and assertive communication.

Personalization, driven by authenticity, is important.

Simplicity, grounded in balance and harmony, is key.

Customer experience strategy must be grounded in customer insights.

Unify business models and operating models to capture growth.

Build an ecosystem model iteratively.

Establish ideal ecosystem partner behaviors developed through trust, transparency, competence, credibility, and care.

Apply “journey-centric thinking” – consider the peak-end rule to map out the client experience from end to end.