Customer experience supremo
The best-selling author on closing the gap between business and the customer, identifying their unmet needs, the fallacy of the customer-centered organization, and how to fail at ‘disruptive innovation.’
IT leaders now hold the key to great customer experience, says Mark Hurst. But they often lack the knowledge to use it successfully.
The customer-centered organization is a myth, argues Mark Hurst. Rather, the best businesses should make customer input an essential part of critical decisions.
Business leaders should recognize what their customers want, says Mark Hurst — even before buyers know it themselves.
Disruptive innovators don't ignore existing customers, says Mark Hurst. They seek out forward-thinking ones to listen to.