For years, I’ve heard business leaders discuss the need to digitally transform and achieve a holistic view of the customer. Lately, I’ve found those discussions to be even more urgent.
Realistically, though, it’s not about being a digital company or even a digitally transformed company. Every company needs to be a customer company.
Conventional attitudes, silos, and legacy systems often stand between leaders and customer-centricity. And while technology can help, that alone is not the answer. Simply applying new technology to old ways of doing things won’t magically change the way your teams deliver a great customer experience at scale.
I’ve noticed transformation happens when leaders stop focusing internally on technology, products, departments, or systems — and recenter around their customers.
Easy to say, harder to do. We hope this playbook helps you confidently lead change. Our work with thousands of C-suite leaders from organisations of all sizes and industries has uncovered patterns of what it takes for successful companies to get it right as they evolve to be more customer-centric.
Whether you’re a CEO in financial services, a CIO in B2B tech, or another leader ready to make meaningful change, I hope this playbook helps you bring the customer closer to the center of your business.