Leading brands are learning to transform operating models and processes that support digital-first customer engagement while exploring opportunities to create value in new ways. It’s a fundamental shift from selling to understanding customers.
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.
Your customers are smart. They have endless information at their fingertips. They’re in control with more choices than ever. And they want real and long-term…