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Customer experience

Customer experience :Number 1, Winter 2016 Creating value through transforming Customer journeysCustomer experience : Creating value through transforming Customer journeys is written by experts and practitioners in McKinsey & Company s Customer experience Service Line, a joint venture of the Service Operations and Marketing & Sales Practices, along with other McKinsey colleagues. To send comments or request copies, email us: Managers: Will Enger, Kai VollhardtEditorial Board: Ewan Duncan, Harald Fanderl, Nicolas Maechler, Kevin NeherEditor: Bill JavetskiArt Direction and Design: Leff CommunicationsManaging Editors: Michael T. Borruso, Venetia SimcockEditorial Production: Runa Arora, Elizabeth Brown, Heather Byer, Torea Frey, Heather Gross, Shahnaz Islam, Katya Petriwsky, John C.

4 Customer experience: Creating value through transforming customer journeys inter 2016 Companies reap great rewards when they transcend ... brand value proposition as well as authentic; in the always-on era of ubiquitous video and social media, inconsistencies will be exposed quickly. The most

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