Meeting customer needs in this age of business disruption can be likened to hitting a moving target. In order to keep up with the pace of competition, customer operations must be data-driven, flexible, and dynamic.
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Amid great uncertainty about how customer demand will change over the next few years, success hinges on sensing how the market evolves, then quickly responding with features that deliver the right types of value to different customer segments.
Bain & Company, May 2020