Developing customer-centricity requires many companies to rethink how they approach their business: Rather than seeing service flow as a straight line from their business to their customers, service delivery must be at the core. Every department and individual needs to understand their role in the CX — no matter their distance from the end-user. Ensure everything, from business modeling to revenue growth strategy, centers on the customer.
Customer experience now the top technology priority. A focus on CX implementations helps companies see greater rewards. Focus is the key word here. ‘A lag in consensus building negatively impacts time to market.’