2002 Company Customer Experience Professionals Effort Score 
SuiteCX
FEBRUARY 22, 2017
Jan Carlzon, SAS’s CEO during that time, recounts the turnaround in his book titled Moments of Truth (1987), attesting to the powerful perspective the MOT provides and Normann’s more significant contribution to the effort. Normann is clearly stating that a customer is integral to the value creation process.
SuiteCX
FEBRUARY 22, 2017
Jan Carlzon, SAS’s CEO during that time, recounts the turnaround in his book titled Moments of Truth (1987), attesting to the powerful perspective the MOT provides and Normann’s more significant contribution to the effort. Normann is clearly stating that a customer is integral to the value creation process.
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