Customer centricity eased its way into business vernacular not long ago. It means different things for different brands. Ultimately, it’s about ensuring your customer and their voice have a seat at ...

Growing demand for digital transformation has drastically shifted most organizations’ perspectives on customers, but as Web 3.0 gains momentum, all that is about to change. Today’s businesses know the ...

Traditionally, sales and finance have operated in silos, with very different objectives. While sales teams have focused on finding customers and selling products, finance teams have focused on ...

Every organization collects customer feedback, and in doing so creates an expectation with the customer that something will be done with that feedback. However, most customer feedback goes straight ...

Brand relevance is a constantly-moving target that CX and marketing professionals never stop chasing. For years, many leaders (including myself) have pursued a customer-centric approach to deliver ...

It's one thing to say you're customer-centric, but how do you get there and measure your organizational customer-centricity? Consumers today are a tough bunch to keep loyal. Three-quarters make some ...

For B2B organizations, customer centricity—an unyielding focus on customers—is even more critical than for consumer-targeted organizations, as they face such unique challenges as customer duality, ...

Retailers may believe they’re already well on the path to customer-centricity, and that only a few tweaks — such as making shoppers’ online activity visible to in-store associates — are needed to seal ...

Editor's note: The following is a guest post by James Damian, former senior vice president, chief design officer of the Experience Design Group at Best Buy and former Chairman of the Board at Buffalo ...

While I labor mightily over the Watchlist submissions (with a few surprises so far -- more than last year), I am continuing to keep you informed with weekly guest posts from prominent thinkers in ...

Governor Sanjay Malhotra on Wednesday asked the Reserve Bank staff to persist with regulatory calibrations and sharpen ...