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CX Today's Charlie Mitchell hosts Lalo Luna, Global Strategy & Insights Leader at The HEINEKEN Company.

We consider Heineken's evergreen strategy and how it helps to drives better customer experiences. In doing so, we discuss:

• What is Heineken's "evergreen strategy"? 
• How it enables next-level customer insights
• How employees leverage those for customer-centricity
• The impact on metrics and future plans

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