Customer Experience has entered a new era. Artificial Intelligence is no longer just a productivity tool operating behind the scenes. It is fundamentally reshaping how customers discover products, evaluate alternatives, seek support, and make purchasing decisions. Customers now arrive at every interaction better informed, more empowered, and less tolerant of friction. They expect organizations to understand their needs, anticipate their preferences, and deliver seamless experiences across every
customer-centricity (3)
The 3C Model was introduced in 1982 by organizational theorist and Japanese Strategy expert Dr. Kenichi Ohmae. This concept was expounded upon in his book entitled "The Mind of the Strategist: The Art of Japanese Business."
The Ohmae 3C model, also known as "the Strategic Triangle," assists in developing the fundamental components of the Business Strategy of an organization.
Ohmae's viewpoints emerged from his comprehensive understanding of the international business landscape and his substa
Editor's Note: If you are interested in becoming an expert on Strategy Development, take a look at Flevy's Strategy Development Frameworks offering. This is a curated collection of best practice frameworks based on the thought leadership of leading consulting firms, academics, and recognized subject matter experts. By learning and applying these concepts, you can stay ahead of the curve. Full details here.
* * * *
Rising competition and introduction of new ways of capturing large amounts of cus
