North Star

Ep 8: Assuring Quality in Experience Delivery

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Join host Oliver King as we navigate Delivery Quality and Assurance in our customer-centricity series. After exploring design insights from Starbucks, Dyson, and IKEA, we now ask: "Are we tailoring experiences to customer needs?"

Oliver charts the stages of customer-centric maturity, from disjointed beginnings to becoming industry leaders. Dive into the three pillars: Customer Journey Delivery, Channel Management, and Service Quality, drawing lessons from Disney's immersive touchpoints, Nike's seamless channels, and Ritz-Carlton's unparalleled service. 
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