Questions for Leaders How does your organization ensure that the customer’s job guides all critical decisions related to product development, marketing, and customer service? Do the different functions that are part of your customer’s experience (for example, your product, service, marketing, sales, after-sale service) all support nailing your customer’s job in a coordinated, integrated way, or are they in conflict? What new processes could you define to ensure more integrated delivery of the experiences required by your customers’ jobs? What elements of the end-to-end experience are most
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