I’m happy to have been able to contribute to this important white paper from Harvard Business Review Analytics on the topic of “Aligning Your Organization Around the Customer.”

The paper spotlights the stories of 5 global businesses and their own digital transformations: HSBC, Virgin Voyages, Bed Bath & Beyond, CTC Digital, and Seera Group, thanks to executives Michael Spiteri, Mariana Fonseca Medina, Rafeh Masood, John Koryl, and Ronnie Varghese.

Along with myself, other authors shared exceptional insights:
Didier Bonnet, Amy Edmondson, Rob Cross, Alia Crocker, and Heidi K. Gardner.

Many thanks to Charlie Slack for including me in the research behind this white paper, which was sponsored by Quantum Metric.