“Customer Experience is not just about

passion. It is about profitable results.”

~Lior Arussy

Sometimes Championing Customer-centricity Is Like Driving an 18-wheeler

Posted: Oct 01, 2015 by K. Sirimoglu

Imagine you needed to dock an 18-wheel big rig truck into a loading dock. Unless you are a professional truck driver, this might seem a bit daunting. Now imagine you have to do this without power steering and only one side mirror. While it’s a bit of an exaggeration that is what many companies are facing as they launch customer centricity programs. A recent study conducted by Harvard Business Review Analytic Services, sponsored by Strativity, found that 79% of businesses plan to have customer centricity strategies in place within the next two years. The study also found that most organizations lack some key elements of success, including a lack of executive commitment with just 39% of initiatives being led by a CEO or member of the C-suite. – Click Here to Read More