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Is Your Strategy Failing You? Or Are You Failing Your Strategy?

Blog: Forrester BPM Center of Excellence

The basic concept of a strategy is that it describes what an organization plans to do, and very importantly, it excludes the things that the organization doesn’t plan to do. But it’s not just the what that matters: It’s also the how. When I advise Forrester’s clients on how to think about their customer experience […]

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