Thought Leadership & Customer Experience Strategy Trends by Industry Leaders

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2020 Digital Transformation Predictions

December 14, 2019

We are rapidly moving from a state of piecemeal digital technology adaptation to sweeping digital transformation throughout entire organizations. For many of these companies, improving customer experience is a primary driver of digital transformation, and rightly so — 86% of customers are willing to pay more for great customer experience, while 25% of customers will defect after just one bad experience. […] To read the entire article, please download the PDF version.

OZ | President

Ric is passionate and relentless in helping his clients become industry leaders in Customer Experience (CX) through digital reimagination. He leads OZ’s markets and consulting, services and solutions groups that drive CX Design Thinking leveraging the Digital building blocks of RPA, Analytics and AI, IoT and Innovation Labs.

Previously, he was a Partner at the big 4 firms EY, PwC/IBM and Capgemini where he drove digital innovation consulting and solutions in Design Thinking, Analytics, and AI. He is a recognized CX thought leader and speaker, receiving industry recognition as a PharmaVOICE 100 honoree.

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OZ is a leading global consulting company whose services and solutions enhance Customer Experience through digital innovation.