Data in the driver's seat at Honeywell

In her much-anticipated presentation, Honeywell's Kristin Guthrie details the company's multi-level approach to its CX evolution. The five-stage process from 'interested' in CX to 'embedded' in its culture is cross-checked with three larger factors: Honeywell's own evolution, the centralization of CX within the organization and the perspective of senior executives.

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