Six steps towards customer centricity

1. Strategy & insights: reviewing your business model, underpinning it with wide market experiences, sound theory and enriching it with data ensures a smooth execution and strong results.
2. Customer moments: get to know your customer’s deepest drivers and identify the customer journeys and moments that maximize its experience and generate value for your company.
3. Accelerate & transform: aim for continuous improvement and establish a digital customer culture of innovation through low-stakes experiments, proofs of concept, business case deployments and rapid prototyping.
4. Single source of truth: bring structure to data chaos by aligning, prioritizing and automating processes – so you don’t waste time looking for the right core data to secure a consistent experience everywhere.
5. Omnichannel experience: develop a unique and consistent customer experience across channels and build valuable relationships throughout the entire customer journey.
6. Digital orchestration: continuously improve your digital communication by combining moments events, analytics and customer interactions to surprise and delight your customers thoroughly.