Put history aside and focus on the customer’s needs

by Josie Sephton

The need for greater customer centricity is an increasingly high priority for enterprises. Over recent years, there has been a marked shift in how companies interact with their customers. This shift, driven by increasing levels of competition within various industries, has been characterised by a much closer, more personal dialogue with the customer. Industries such as retail have led the way on customer centricity.

Whilst many recognise and accept this as a given, what is less widely acknowledged are the challenges that exist in making this shift – not least from an IT perspective…….

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