Summary

In this chapter, we learned that today's customer is very different from the average customer from two decades ago. The customer of today is technologically savvy, well-informed of available choices, seeking value-driven experiences over the mere fulfillment of their needs and, most importantly, is ready to quickly shift loyalties to anyone offering a better value proposition.

Given this, enterprises must aim to satisfy their customers through a customer-first culture. Companies need to stay very close to their customers to be able to understand their changing needs and preferences and to validate their value propositions. To do this effectively, businesses must not see the customer as being "on the other side of the table," but as part of the enterprise itself. By doing so, the organization will be in the best position to create value for its customers and, through that, value for itself as well.

This chapter concludes the section on the components of enterprise agility. The next...