Chapter 1: Understand the Importance of Changing Mindsets in Your Organization Examples of how mindsets lead to market solutions Banking Insurance Manufacturing Retail Healthcare and Travel, Transportation, Life Sciences and Hospitality Renovate Sell or Supply chain-centric service more Streamlined banking Increased health insurance go-to-market, supported by Discount-based Accurate patient records Call center optimized to How do we optimize effectively product sales sales productivity efficiency through Lean loyalty programs maintained by providers maximize occupancy rates our existing business? Six Sigma and ERP Evolve Create Frictionless, multi- frictionless channel banking product Frictionless health Connected product Personalized Wellness journeys 360-degree view of the How do we put buying application, approval, insurance claim data for insights multi-channel buying that keep people guest, enabling employees our customers in the experiences and onboarding experiences experiences on the right track to anticipate needs center of our business? experiences Transcend AI-enhanced, automated Open digital platforms Ecosystem of providers Own the job financial coach to help AI-enhanced experiences that allow customers to Concierge partner that that share data and Lifestyle concierge that How do we create to be done customers buy a home or that promote collaborate and serves all of your collaborate to manifest serves a traveler’s entire customer value save for retirement healthy lifestyles co-develop nutrition/fashion needs healthy communities hospitality experience in new ways? new offerings The Customer 360 Playbook 07