Chapter 5: Sense and Respond to Customers, Now and in the Future Get started: Embed customer listening in your business Designate enough time and resources to rethink your current sense-and-respond capabilities and make a change. Move from... To... How can you evolve the legacy patterns on the left to the greater-value practices on the right? Get serious about uniting your marketing, sales, commerce, service, and IT teams to actually hear what customers Periodic research reports Real-time, data-driven insights are saying and make changes. Big-bang rollout Continuous releases A few big bets Many little bets Culture of information as power Reusable processes and components Inevitable drift from Limited set of customer-centric platforms customer centricity The Customer 360 Playbook 19