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With customers calling the shots like never before, companies need a new kind of customer experience leader. The best of these will excel in three areas.

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The rules of customer engagement are shifting as global retailers search for leaders able to master the ever-changing world of omnichannel commerce.

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US companies of all stripes can benefit from more diverse senior management with a broader range of cultural experiences and cognitive skills. Developing such leaders will be a competitive necessity in an increasingly complex world.

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