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Don’t ask the customer want they want. Determine what they need.

Don’t ask the customer want they want. Determine what they need.

Moments of Truth? Eradicate! Only improve a Moment of Truth if you can not remove it.

Moments of Truth? Eradicate! Only improve a Moment of Truth if you can not remove it.

Moments of Truth? Eradicate! Only improve a Moment of Truth if you can not remove it.

Moments of Truth? Eradicate! Only improve a Moment of Truth if you can not remove it.

A Moment of Truth is any interaction with the Customer.

A Moment of Truth is any interaction with the Customer.

A Moment of Truth is any interaction with the Customer.

A Moment of Truth is any interaction with the Customer.

You are not in the business of doing things. You are in the business of achieving Successful Customer Outcomes.

You are not in the business of doing things. You are in the business of achieving Successful Customer Outcomes.

You are not in the business of doing things. You are in the business of achieving Successful Customer Outcomes.

You are not in the business of doing things. You are in the business of achieving Successful Customer Outcomes.

Part 3 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits.

Part 3 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits.

Part 3 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits.

Part 3 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits.

Part 2 of 4: Identify and Align to Successful Customer Outcomes

Part 2 of 4: Identify and Align to Successful Customer Outcomes

Part 2 of 4: Identify and Align to Successful Customer Outcomes

Part 2 of 4: Identify and Align to Successful Customer Outcomes

PEX Network and the Process Community Annual Survey

PEX Network and the Process Community Annual Survey

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