To Achieve True Customer Centricity, You Need a Cross-Functional Dream Team

To Achieve True Customer Centricity, You Need a Cross-Functional Dream Team

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Business leaders often define customer centricity as “making decisions with the customer in mind.” But thoughts of the customer alone aren’t enough to truly transform customer experience. 

Transformation requires coordinating three important functions, which together support customer experiences: First, you need to capture and organize customer data. Second, you need to develop meaningful insights from that data. Third, you need to use those insights to make decisions. More simply, you need to integrate technology and data, analytics and insight, and business strategy (or in our vernacular, Geek, Nerd, Suit). Together,…

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