The customer experience makes the difference -- Strategy: Establishing the foundation of a customer-connected organization -- Shaping the transformation to a customer-connected organization -- Creating customer-connected experiences -- Customer-connected brands – Best practice examples --...

Professions and industrial management -- The marketing method -- The customering method -- Pillar 1 : identity -- Pillar 2 : intent -- Pillar 3 : interactions -- Pillar 4 : measurement and reporting -- Managing the collision -- Correcting the record -- Epilogue -- closing the loop.