Microsoft

Becoming obsessed with technology is very easy in today’s society, as it is the key enabler of today’s revolution, but the hard part of the transformation is cultural. It’s about putting the customer experience and their business outcomes at the centre of everything. That means realigning engineering, manufacturing and the supply chain around delivering a world-class sales and service experience. It means new thinking about optimising customer satisfaction and loyalty metrics such as Customer Satisfaction Scores or Net Promoter Scores rather than production efficiency.