As companies develop solution-centric digital business models, supply chain leaders focused on improving customer service need to understand this shift, define the new role of customer service and develop a roadmap to ensure essential skills are in place to know their customer.
Impacts and Recommendations
- The digital shift requires supply chain leaders focused on customer service to align with new business priorities
- Supply chain leaders focused on improving customer service need to identify, shape and support emerging digital business models
- New digital business models require supply chain leaders focused on customer service to cultivate an outside-in mindset
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