A LinkedIn blog 585 words on how companies shouldn't get caught up in the hype around customer experience and digital transformation because it may lead to them making changes in their business that don't deliver value. Instead, they should strive for two key things: to have the capability to understand their customers needs and wants on an ongoing basis (and use those insights to direct strategy and decision making); and to be able to adapt to changes in the market and customers needs (agility) - or be able to drive the market disruption (innovation).
I've written this up in less than an hour. It needs to be refined by adding references, maybe some stats, verifying terms used ... making it sound more authoritative. I would like to retain my tone / writing style to a degree.
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