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How to move on with reinvented CX for Small Business Market? 24 March 2017

- Context: new environment & challenges for Small Businesses in Europe / Italy - it’s urgent to move! 
- Key-levers for changing direction and offer a real new CX: culture & governance change, Design Thinking for CJ’s reinvention, Agile Method for fast delivery - easy to say, quite a challenge to apply! 
- Case “I need cash now”: what, why, how? - we finally did it! 
- Some conclusions on KPI’s to measure our performance; NPS for Small Business key take-aways

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