True differentiation is hard. Deciding how to respond to a threat of disruption is even harder. At Mastercard, we believe that defining one’s digital strategy through the lens of the end-to-end customer experience will drive smarter decisions around how to evolve and why.

Key Take-Aways:

• • Framework for identifying customer-centric business improvements
  • Real world examples for how the end-to-end customer journey can inform strategy
  • Critical factors for enabling customer-centric change