The precise vision will be specific to each industry and
organisation. But the one thing all visions will have in common
is they must be designed around the customer experience, not
around a company’s processes, organisation or technology.
Among other things, this means taking into account each customer’s
circumstances – for example if they’re contacting you from
work, they may not be able to use the internet and you may
not have their telephone number – and making sure you can
interact with them within those constraints.
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