In this state of the industry webcast, J.D. Power shares how successful firms use 5 key steps to stay focused on the right things in times of change and how you can use these critical questions to ensure your customer experience investments payoff:

  1. What doesn't change? Identify key constants that should guide your customer strategy over time 
  2. How do we effectively manage change? Avoid costly mistakes by anchoring on “the right” market trends
  3. Where's the money headed? Convert “the right” market trends into legitimate long term growth opportunities
  4. Where should we focus? Align your business priorities with these growth opportunities
  5. How will we win? Create structured and repeatable processes to ensure continued success

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