Learn two paths to building your innovation roadmap.

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"> <span class=" header-text "> Learn two paths to building your innovation roadmap. </span> </h1> </div> <div class="headingComponent parbase section"> <h2 id="create-a-strategic-technology-plan-that-puts-customers-at-the-center-of-everything-you-do" class=" h3 text-stratus text-left salesforce-sans-bold margin-10-bottom-xs " style="; "> <span class=" header-text "> Create a strategic technology plan that puts customers at the center of everything you do. </span> </h2> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-10-top-lg margin-20-bottom-lg margin-0-bottom-sm column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="labelSmallComponent headingComponent parbase section"> <div id="time-to-read-7-minutes" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-bottom-lg margin-20-bottom-xs " style="; 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"> <span class=" header-text "> Bring stakeholders together to build your innovation roadmap. </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md margin-20-bottom-lg text-size-default line-height-32 "> <p>If you walk away with just one key piece of advice from this chapter, let it be this: <b>developing an innovation roadmap is a shared effort that should be done collaboratively across departments at the leadership level</b>. This is not an IT-only exercise.</p> <p>Bring together a team with strategic oversight over enterprise technology, the entire customer journey or lifecycle, and business operations. Your business strategy, customer experience goals and challenges, and the employee experiences that enable them are all critical drivers and considerations for a technology plan, and require a diverse team from across the organisation to consolidate into a single, cohesive vision.</p> <p>With the right team in place, a pivotal step in undertaking digital transformation is building a strategic innovation roadmap or technology plan that outlines the initiatives your teams will execute over a given timeline. This includes goals, milestones, and KPIs for all relevant stakeholders, from sales and marketing to customer service and IT.</p> <p>Your innovation roadmap should include the following components, and will follow one of two approaches (which we’ll cover in detail in a few minutes):</p> <ul class="enhanced-unordered-list"> <li>Initiatives set against a timeline.</li> <li>Short- and long-term goals.</li> <li>Resource plans.</li> <li>Key milestones like cutover and release dates.</li> <li>Release plans that can be communicated across the organisation.</li> <li>Change management, adoption, and training program timelines.</li> <li>Regular status updates for key stakeholders.</li> </ul> </div> </div> <div class="headingComponent parbase section"> <h2 id="start-by-prioritising-the-greatest-customer-and-employee-needs" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-12 margin-20-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Start by prioritising the greatest customer and employee needs. </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md margin-20-bottom-lg text-size-default line-height-32 "> <p>It's been shown that happy employees and customers can result in <a href="/research/forbes-ex-cx-growth/?d=cta-body-promo-409" target="_blank">1.8X faster revenue growth</a>. As you start to design your innovation roadmap, prioritise initiatives around your organisation’s top customer and employee needs or pain points — particularly those that have the greatest impact to your business and KPIs. This ensures your efforts are grounded in the end customer experience and provide critical value.</p> <p>To do so, we recommend creating <a href="/eu/learning-centre/marketing/what-is-customer-journey-mapping/">journey maps</a> for each key customer segment. To create your maps, review <a href="/eu/resources/guides/sense-and-respond-to-customers/">customer feedback and listening</a> outputs and go on an internal listening and learning roadshow to collect the detail needed to document a typical journey for each segment. Each customer interaction with your company should be a milestone on the journey map.</p> <p>But the customer experience is only half the story. You will also want to map the back-end process and employee experience enabling each milestone. It can be helpful to include the employee journey map right below the customer journey map to easily compare the front and back-end experience across every touchpoint. Quantify the output of these interactions where possible to understand business impact and circle the areas of greatest friction.</p> </div> </div> <div class="headingComponent parbase section"> <h2 id="building-your-technology-roadmap-two-paths-to-success" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-12 margin-20-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Building your technology roadmap — two paths to success. </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md margin-20-bottom-lg text-size-default line-height-32 "> <p>As you start to lay out a plan around the initiatives you need to pursue, you will need to decide how to approach an innovation roadmap based on considerations like timeline, budget, team experience, and any internal or external forces impelling action. All of these inputs will inform the way you approach a strategic plan.</p> <p>Two common approaches are explained below to help guide your efforts.</p> </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-10-top-lg margin-10-bottom-lg center-img-horizontally " alt="Two paths to success displayed as visual table" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch2-inlineimage1-table.png"/> </div> </div> <div class="headingComponent parbase section"> <h2 id="key-considerations-for-every-technology-plan" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-12 margin-20-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Key considerations for every technology plan. </span> </h2> </div> <div class="headingComponent parbase section"> <h3 id="setting-expectations" class=" h4gn text-stratus text-left salesforce-sans-bold col-lg-12 margin-20-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Setting Expectations </span> </h3> </div> <div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md margin-20-bottom-lg text-size-default line-height-32 "> <p>Whichever approach you take, setting expectations is critical. It can take time to fully configure a new system or tool to meet the needs of the teams using it.</p> <p>Along with clear goals and KPIs, make sure your plan outlines a timeline, including key milestones and cutover dates, that is communicated across the company to ensure alignment. Also ensure the plan accounts for regular check-ins with core stakeholders to review impact against your goals, and optimise efforts accordingly.</p> </div> </div> <div class="headingComponent parbase section"> <h3 id="resourcing" class=" h4gn text-stratus text-left salesforce-sans-bold col-lg-12 margin-20-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Resourcing </span> </h3> </div> <div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md margin-20-bottom-lg text-size-default line-height-32 "> <p>Planning for resource support during implementation is another important step that will impact your roadmap. Work with your cross-functional stakeholders to find the best answers to the following questions, and explore the implications of time, cost, and people to get the job done.</p> <ul> <li>Can your organisation handle the workload and change management needed to deliver your vision?<br /> </li> <li>Consider how your organisation funds and resources existing strategic programs. Do you have the right structure and expertise to build in-house?<br /> </li> <li>Should you <a href="https://partners.salesforce.com/">collaborate with a consulting partner</a> to implement change? A consulting partner can bring in-depth industry and technology expertise that may be invaluable to the success of a project, especially if you don't have the right resources or bandwidth to deliver in-house.</li> </ul> </div> </div> <div class="headingComponent parbase section"> <h3 id="optimisation-and-ongoing-innovation" class=" h4gn text-stratus text-left salesforce-sans-bold col-lg-12 margin-20-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Optimisation and Ongoing Innovation </span> </h3> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-stratus bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <p id="remember-this-is-a-journey-that-doesnt-end-with-a-system-cutover" class=" h3 text-snow text-left salesforce-sans-regular margin-30-top-lg margin-30-right-lg margin-30-bottom-lg margin-30-left-lg " style="; "> <span class=" header-text "> Remember, this is a journey that doesn’t end with a system cutover. </span> </p> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-top-lg margin-60-right-lg margin-0-right-md margin-40-bottom-lg text-size-default line-height-32 "> The needs of your business, your customers, and your employees is constantly evolving. Regular review and optimisation is required to ensure a new system or tool continues to meet your needs for the long-term. </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-xs hidden-sm hidden-md hidden-lg columns-wrapper bg-center-top bg-cover container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="visible-lg"> <div class="columns-wrapper column-container-image lazy bg-center-top bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch2-customerstory-blue-background.png"> </div> </div> <div class="visible-md"> <div class="columns-wrapper column-container-image lazy bg-center-top bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch2-customerstory-blue-background.png"> </div> </div> <div class="visible-sm"> <div class="columns-wrapper column-container-image lazy bg-center-top bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch2-customerstory-blue-background.png"> </div> </div> <div class="visible-xs"> <div class="columns-wrapper column-container-image lazy bg-center-top bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch2-customerstory-blue-background.png"> </div> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-6"><div class="spacerComponent parbase section"><div class="spacer hidden-sm hidden-md hidden-lg" style="height:20px;"></div> </div> <div class="spacerComponent parbase section"><div class="spacer hidden-xs hidden-sm hidden-md" style="height:80px;"></div> </div> <div class="headingComponent parbase section"> <h3 id="customer-story" class=" h4gn text-stratus text-left salesforce-sans-bold col-xs-12 col-sm-12 col-md-12 col-lg-12 margin-100-top-lg margin-20-right-xs margin-10-bottom-lg margin-20-left-xs " style="; "> <span class=" header-text "> Customer Story </span> </h3> </div> <div class="headingComponent parbase section"> <h3 id="fisher-paykel" class=" h1 text-stratus text-left salesforce-sans-bold col-xs-12 col-sm-12 col-md-12 col-lg-12 margin-20-right-xs margin-10-bottom-lg margin-20-left-xs " style="; "> <span class=" header-text "> Fisher & Paykel </span> </h3> </div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-6"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-right-xs margin-20-left-xs center-img-horizontally " alt="Image of Rudi Khoury, EVP Customer Experience and Marketing, Fisher & Paykel" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch2-customerstory-wheel-2.png"/> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-top-lg margin-60-right-lg margin-0-right-md margin-20-right-xs margin-10-bottom-lg margin-20-left-xs text-size-default line-height-32 "> <p><a href="/customer-success-stories/fisher-and-paykel/">Fisher & Paykel</a> is a premium appliance brand that consistently challenges conventional design with products tailored to human needs.</p> <p>As part of the company’s customer-centric transformation journey, Fisher & Paykel designed an innovation roadmap focused on optimising employee workflows across departments in pursuit of a better customer experience for both retailers and end consumers.</p> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-20-right-xs margin-40-bottom-lg margin-20-left-xs column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-10-top-lg margin-30-top-md margin-40-top-sm margin-0-top-xs center-img-horizontally " alt="" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch2-customerstory-marketing.png"/> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <h3 id="marketing" class=" h3 text-stratus text-left salesforce-sans-bold margin-40-top-lg margin-20-top-xs " style="; "> <span class=" header-text "> Marketing </span> </h3> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-default "> Marketing can personalise communications with consumers based on their online purchases. They even use interactive email that allows customers to take action and engage directly from their email inbox. </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-20-right-xs margin-40-bottom-lg margin-20-left-xs column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-top-lg margin-60-top-sm margin-0-top-xs center-img-horizontally " alt="" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch2-customerstory-sales.png"/> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <h3 id="sales" class=" h3 text-stratus text-left salesforce-sans-bold margin-20-top-lg margin-10-top-md margin-20-top-xs " style="; "> <span class=" header-text "> Sales </span> </h3> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-default "> Sales is armed with the right information to better serve its customers, which include retailers, builders, and designers. The company has also built tools for its customers, including a new portal that simplifies collaboration with retailers and enables them to track their orders. As a result, Fisher & Paykel has seen a 60% reduction in transactional calls from retailers. </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-20-right-xs margin-40-bottom-lg margin-20-left-xs column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-40-top-lg margin-80-top-sm margin-0-top-xs center-img-horizontally " alt="" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch2-customerstory-service.png"/> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <h3 id="service" class=" h3 text-stratus text-left salesforce-sans-bold margin-20-top-lg margin-0-top-md margin-20-top-xs " style="; "> <span class=" header-text "> Service </span> </h3> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-default "> Service can provide smarter, more personalised support to customers. Call center operators have instant insights into each customer. They can also continue a conversation where the last operator left off, avoiding the need to ask the same questions twice. Now, operators can spend more time listening to the customer and troubleshooting new issues. They can also seamlessly schedule on-site service appointments and customers can track the arrival of their technician from their phone. </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-20-right-xs margin-40-bottom-lg margin-20-left-xs column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-top-md margin-40-top-sm margin-0-top-xs center-img-horizontally " alt="" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch2-customerstory-commerce.png"/> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <h3 id="commerce" class=" h3 text-stratus text-left salesforce-sans-bold margin-60-top-lg margin-20-top-xs " style="; "> <span class=" header-text "> Commerce </span> </h3> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-default "> Commerce is supported by a new company website designed to engage and inform customers with rich experiences and the information they need. </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-20-right-xs margin-60-bottom-lg margin-20-left-xs column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-10-top-md margin-30-top-sm margin-0-top-xs center-img-horizontally " alt="" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch2-customerstory-it.png"/> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <h3 id="it" class=" h3 text-stratus text-left salesforce-sans-bold margin-40-top-lg margin-20-top-xs " style="; "> <span class=" header-text "> IT </span> </h3> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-default "> IT spends far less time maintaining technology and more on innovating and improving their services for other employees and customers. </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-right-xs margin-20-bottom-lg margin-20-left-xs column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-9 col-lg-9"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-top-lg margin-10-bottom-lg " alt="quotation mark" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/salesforce-anywhere/quotes.png"/> </div> </div> <div class="headingComponent parbase section"> <h3 id="our-customers-were-telling-us-that-they-wanted-to-connect-with-us-on-more-channels-while-our-staff-were-telling-us-they-wanted-better-tools-and-access-to-information-now-the-technology-is-less-of-the-focus-and-we-can-concentrate-more-on-the-customer-more-on-our-people-more-on-our-product" class=" avantgarde-m text-stratus text-left avant-garde-demi col-xs-12 col-sm-12 col-md-12 col-lg-11 margin-20-bottom-lg " style="; "> <span class=" header-text "> Our customers were telling us that they wanted to connect with us on more channels while our staff were telling us they wanted better tools and access to information. Now ... the technology is less of the focus and we can concentrate more on the customer, more on our people, more on our product. </span> </h3> </div> <div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-default "> </div> </div> <div class="labelSmallComponent headingComponent parbase section"> <p id="rudi-khoury-evp-customer-experience-marketing-fisher-paykel" class=" h5 text-stratus text-left salesforce-sans-bold margin-10-top-lg margin-60-bottom-lg margin-20-bottom-sm " style="; "> <span class=" header-text "> Rudi Khoury, EVP, Customer Experience & Marketing, Fisher & Paykel </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-3 col-lg-3"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-40-top-lg margin-20-top-sm margin-60-bottom-sm center-img-horizontally " alt="Image of Rudi Khoury, General Manager, Sales and Operations, Fisher & Paykel" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch2-customerstory-pullquote-headshot.png"/> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> </div> <div class="row"> </div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md margin-60-bottom-lg margin-0-bottom-sm text-size-default line-height-32 "> Now that you’re thinking more holistically about what it takes to shift your organisation further toward customer-centricity and how to build a plan to support it, you’ll need to evaluate current business capabilities and the technology needed to achieve your goals. </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <div id="chapters" class=" h3 text-night text-left salesforce-sans-bold margin-60-top-xs " style="; "> <span class=" header-text "> Chapters </span> </div> </div> <div class="barComponent parbase section"><div class="margin-20-top-lg margin-20-bottom-lg bg-karl-the-fog bar-align-center " style="height:2px;width:100%;"></div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="01" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 01 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/customer-focused-technology-guide/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Click here to proceed to chapter 1" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/c360-meta-image.png"/> </a> </div> <div class="headingComponent parbase section"> <p id="is-your-it-focused-on-products-or-customers" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/customer-focused-technology-guide/"> <span class=" header-text "> Is your IT focused on products or customers? </span> </a> </p> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="02" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 02 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/innovation-roadmap-and-technology-plan-two-paths/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Click here to proceed to chapter 2" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch2-meta-image.png"/> </a> </div> <div class="headingComponent parbase section"> <p id="learn-two-paths-to-building-your-innovation-roadmap" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/innovation-roadmap-and-technology-plan-two-paths/"> <span class=" header-text "> Learn two paths to building your innovation roadmap. </span> </a> </p> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="03" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 03 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/audit-technology-and-process/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Click here to proceed to chapter 3" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch3-meta-image.png"/> </a> </div> <div class="headingComponent parbase section"> <p id="audit-technology-and-process-where-are-your-gaps" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/audit-technology-and-process/"> <span class=" header-text "> Audit technology and process — where are your gaps? </span> </a> </p> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="04" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 04 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/achieve-single-view-of-customer/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Click here to proceed to chapter 4" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch4-meta-image.png"/> </a> </div> <div class="headingComponent parbase section"> <p id="work-toward-a-single-shared-view-of-the-customer" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/achieve-single-view-of-customer/"> <span class=" header-text "> Work toward a single, shared view of the customer. </span> </a> </p> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="05" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 05 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/drive-successful-technology-adoption-future-innovation/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Click here to proceed to chapter 5" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch5-meta-image.png"/> </a> </div> <div class="headingComponent parbase section"> <p id="drive-successful-adoption-and-future-innovation" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/drive-successful-technology-adoption-future-innovation/"> <span class=" header-text "> Drive successful adoption and future innovation. </span> </a> </p> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <div id="related-content" class=" h3 text-night text-left salesforce-sans-bold margin-60-top-lg margin-40-top-sm " style="; "> <span class=" header-text "> Related Content </span> </div> </div> <div class="barComponent parbase section"><div class="margin-20-top-lg margin-20-bottom-lg bg-karl-the-fog bar-align-center " style="height:2px;width:100%;"></div> </div> <div class="cardComponent parbase section"> <div class="thumbnail bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="/eu/products/?d=cta-related-1"> <a href="/eu/products/?d=cta-related-1" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs" title="Customer 360 - Complete Salesforce Products & Software Suite">Customer 360 - Complete Salesforce Products & Software Suite</a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="Salesforce customer 360 product wheel" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/customer-360-wheel.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <p id="discover-salesforce-customer-360" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Discover Salesforce Customer 360 </span> </p> </div> <div class="headingComponent parbase section"> <p id="learn-how-to-unite-your-whole-company-around-your-customers" class=" h4 text-cirrus text-left salesforce-sans-regular " style="; "> <span class=" header-text "> Learn how to unite your whole company around your customers. </span> </p> </div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="/eu/products/">Customer 360 - Complete Salesforce Products & Software Suite</a> </div> </div> </div> </div> <div class="cardComponent parbase section"> <div class="thumbnail margin-40-top-lg bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="/form/sales/idc-digital-transformation-study/?d=cta-related-2"> <a href="/form/sales/idc-digital-transformation-study/?d=cta-related-2" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs" title="The Importance of Digital Transformation in Times of Change">The Importance of Digital Transformation in Times of Change</a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="Image with IDC logo that says Navigate Change with Technology" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/resource-center-card-idc.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <p id="research" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Research </span> </p> </div> <div class="headingComponent parbase section"> <p id="how-has-covid-19-impacted-digital-transformation-roadmaps" class=" h4 text-cirrus text-left salesforce-sans-regular " style="; "> <span class=" header-text "> How has COVID-19 impacted digital transformation roadmaps? </span> </p> </div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="/form/sales/idc-digital-transformation-study/">The Importance of Digital Transformation in Times of Change</a> </div> </div> </div> </div> <div class="cardComponent parbase section"> <div class="thumbnail margin-40-top-lg bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="/eu/resources/guides/covid19-response-playbook/?d=cta-related-3"> <a href="/eu/resources/guides/covid19-response-playbook/?d=cta-related-3" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs" title="COVID-19 Response Playbook">COVID-19 Response Playbook</a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="Image that says work.com" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/resource-center-work-dotcom-guide.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <p id="guide" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Guide </span> </p> </div> <div class="headingComponent parbase section"> <p id="covid-19-response-playbook" class=" h4 text-cirrus text-left salesforce-sans-regular " style="; "> <span class=" header-text "> COVID-19 Response Playbook </span> </p> </div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="/eu/resources/guides/covid19-response-playbook/">COVID-19 Response Playbook</a> </div> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-sm hidden-md hidden-lg columns-wrapper column-container-component"> <div class="bg-mist bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-mist bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-11 col-md-11 col-lg-11"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="headingComponent parbase section"> <h2 id="up-next-chapter-3-audit-technology-and-process-where-are-your-gaps" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-12 margin-40-top-lg margin-20-bottom-lg " style="; "> <span class=" header-text "> Up Next: Chapter 3: Audit Technology and Process — Where are your Gaps? </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-bottom-lg text-size-default line-height-default "> Now is the time to identify where your current technology and business capabilities are falling short in deliving the desired experience. </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-bottom-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <a href="/resources/guides/audit-technology-and-process/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Click here to proceed to chapter 3" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch3-hero-image.png"/> </a> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-default "> <p>See how to:</p> <ul> <li>Audit current business capabilities and the tools each department is currently using</li> <li>Map desired use cases</li> <li>Prioritise solutions that bridge, not create, silos</li> </ul> </div> </div> <div class="buttonCTAComponent parbase section"> <div class="margin-10-top-lg margin-10-bottom-lg text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg btn-primary salesforce-sans-regular " data-content-replacement-close-color="sfdc-swap-button-day" href="/eu/resources/guides/audit-technology-and-process/"> <span> Go to Chapter 3 </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-xs columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-mist bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-11 col-md-11 col-lg-11"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="headingComponent parbase section"> <h2 id="up-next-chapter-3-audit-technology-and-process-where-are-your-gaps" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-12 margin-40-top-lg margin-20-bottom-lg " style="; "> <span class=" header-text "> Up Next: Chapter 3: Audit Technology and Process — Where are your Gaps? </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-bottom-lg text-size-default line-height-default "> Now is the time to identify where your current technology and business capabilities are falling short in deliving the desired experience. </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-bottom-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <a href="/resources/guides/audit-technology-and-process/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Click here to proceed to Chapter 3" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch3-hero-image.png"/> </a> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-default "> <p>See how to:</p> <ul> <li>Audit current business capabilities and the tools each department is currently using</li> <li>Map desired use cases</li> <li>Prioritise solutions that bridge, not create, silos</li> </ul> </div> </div> <div class="buttonCTAComponent parbase section"> <div class="margin-10-top-lg margin-10-bottom-lg text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg btn-primary salesforce-sans-regular " data-content-replacement-close-color="sfdc-swap-button-day" href="/eu/resources/guides/audit-technology-and-process/"> <span> Go to Chapter 3 </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="spacerComponent parbase section"><div class="spacer " style="height:60px;"></div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h4 id="more-resources" class=" h1 text-night text-left salesforce-sans-light margin-60-top-lg margin-40-top-sm margin-60-bottom-lg margin-40-bottom-sm " style="; "> <span class=" header-text "> More Resources </span> </h4> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper margin-0-bottom-sm column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="cardComponent parbase section"> <div class="thumbnail margin-0-top-lg margin-60-bottom-lg bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="https://salesforcecustomer360.herokuapp.com/?d=cta-body-promo-349"> <a href="https://salesforcecustomer360.herokuapp.com/?d=cta-body-promo-349" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs"></a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="Image that says "Find out how to unite your company around your customers."" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/salesforce-customer-360.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <p id="tool" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Tool </span> </p> </div> <div class="headingComponent parbase section"> <p id="customise-a-solution-thats-right-for-your-business-in-a-few-simple-steps" class=" h3 text-cirrus text-left salesforce-sans-regular margin-10-bottom-lg headline" style="; " data-equalize="headline"> <span class=" header-text "> Customise a solution that's right for your business in a few simple steps. </span> </p> </div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="https://salesforcecustomer360.herokuapp.com/">Customise a solution that's right for your business in a few simple steps</a> </div> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="cardComponent parbase section"> <div class="thumbnail margin-0-top-lg margin-60-bottom-lg bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="/eu/resources/guides/customer-transformation-playbook-changing-company-mindsets-o/?d=cta-body-promo-350"> <a href="/eu/resources/guides/customer-transformation-playbook-changing-company-mindsets-o/?d=cta-body-promo-350" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs" title="The Transformation Playbook">The Transformation Playbook</a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/transformation-playbook-2020-social-768x432.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <p id="guide" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Guide </span> </p> </div> <div class="headingComponent parbase section"> <p id="the-transformation-playbook" class=" h3 text-cirrus text-left salesforce-sans-regular margin-10-right-lg margin-10-bottom-lg headline" style="; " data-equalize="headline"> <span class=" header-text "> The Transformation Playbook </span> </p> </div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="/eu/resources/guides/customer-transformation-playbook-changing-company-mindsets-o/">The Transformation Playbook</a> </div> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="cardComponent parbase section"> <div class="thumbnail margin-0-top-lg margin-100-bottom-lg margin-40-bottom-sm bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="/form/pdf/forbes-ex-cx-growth/?d=cta-body-promo-351"> <a href="/form/pdf/forbes-ex-cx-growth/?d=cta-body-promo-351" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs" title="How Happy Employees and Customers Accelerate Growth">How Happy Employees and Customers Accelerate Growth</a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="Image that says Forbes Insights - The Experience Equation" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/live/2020/Forbes%20Creative-768x432.png"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <p id="research" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-right-lg margin-10-bottom-lg " style="; 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