This is the fourth in the five-part series, "How to Drive Delight the Mercedes-Benz Way."

In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. One of the target areas pursued by leaders was to fuel process and technological change to enable customer delight.

What process improvement/technology integration programs have you launched in the last six months to a year? What integrations are on your roadmap?

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