The Yellow Brick Road To Customer Experience Maturity July 13, 2009
Posted by Bruce Temkin in Customer experience, Customer-centric DNA, Forrester's Customer Experience Forum.Tags: Wizard Of Oz
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I’ve written about how my opening keynote speech at Forrester’s Customer Experience Forum was based on Dorothy’s journey in The Wizard Of Oz. Given the story that I was telling, I presented the five stages of customer experience maturity as a yellow brick road.
As part of the discussion, I highlighted two components for each stage: 1) key focus and 2) cultural change. Since this part of my speech spanned several slides, I created this single graphic to capture the key content for my blog.
The bottom line: It’s time to map out your trip along this yellow brick road.
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