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It’s not a simple switch, but the commercial world is leading the way in making the customer experience (CX) top priority, and non-profits, membership associations and public service providers – that are absolutely driven by their ‘customer’ – can learn much from business in elevating experiences. Where do you start in connecting technology, data, people and processes throughout an organisation in a bid to become truly member-centric? Here we explore some practical steps, starting with ownership.