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Perhaps the single most important algorithmic distinction between “born digital” enterprises and legacy companies is not their people, data sets, or computational resources, but a clear real-time commitment to delivering accurate, actionable customer recommendations. What metric matters more: engagement or inquiry?
Change managers can also look beyond the confines of the enterprise for insight about the impact of change programs. We are now starting to apply these techniques to understand the external impact of change efforts, and it’s a simple leap to extend these techniques within the enterprise.
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