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.