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It’s no secret that the pandemic is underscoring the need for organizations to prioritize customer-obsessed leaders that arm customers with the guidance, tools, processes, and capabilities to drive successful digital transformation strategies. That’s why we wanted to turn to Lara Caimi, Chief Customer and Partner Officer at ServiceNow, the company that uses tech to transform old, manual ways of working into modern digital workflows. We spoke to Lara about the importance of workflows, what it means to be customer-obsessed, why customer retention has never been seen as sexy and why that seems to be changing, and how customer expectations are changing these days.

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