There’s basically a three-stage process for any transformation. One, diagnosis – understanding customers’ aspirations and the gap between that and where they are today. Two, staged experiences – designing the exact set of experiences that will close the gap. And three, follow-through – ensuring that the transformation takes hold, and that the aspiration continues to be met over time. That’s where most consulting companies fail today – no follow-through! And of course key to all of it is customization, for it is customizing the experience that turns it into a transformation!