To become customer-centric, you must view employees through the same lens as its customers.
We know customer expectations are changing. Expanding digital reach has created greater demand for multichannel, mobile, on-demand and personalised experiences, and these customer shifts have led to increased expectations inside of work as well.
However, creating a customer-centric omni-channel experience is easier said than done. To be successful, you need to also think of changing business culture, ways of working, digitalising and improving systems and tools. Business services can no longer afford to provide complex or fragmented systems and services. They need to all work together to deliver a customer-centric experience.
You need to also think of changing business culture, ways of working, digitising and improving systems and tools.
Business services can no longer afford to provide complex or fragmented systems and services. They need to all work together to deliver a customer-centric experience.
