The volume of customer data that now exists overwhelms many organizations. Some organizations don’t have the systems and technology to segment and profile customers. Others lack the processes and operational capabilities to target them with personalized communications and experiences. But the most common barrier to customer centricity is the lack of a customer-centric organizational culture. To successfully implement a customer-centric strategy and operating model, an organization must have a culture that aligns with them — and leaders who deliberately cultivate the necessary mindset and values in their employees.
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