Blog
1

Is Your Organization Customer Centric?

As organizations strive to become customer-centric, Gartner identified 10 common habits of organizations exercising customer centricity.

Gartner predicts that, by 2020, poor customer experiences will destroy 30% of digital businessprojects. Will yours be one of them? What does it mean to be customer centric?

Customer-centric organizations understand the unique problems and expectations of their customers as well as the context of those needs. They then consistently deliver products and services that meet those expectations.

You must win at every interaction the customer has with your organization

The pace of technology innovation has accelerated and is empowering people. Customers, users and employees expect more, complain more, are more willing to switch suppliers or employers — and share far more about their experiences.

“Your business results depend on your brand’s ability to retain and add customers,” says Olive Huang, research director at Gartner. “You must win at every interaction the customer has with your organization, whether that be a marketing campaign, a call to a contact center, an invoice, or a delivery reliant on the supply chain. Every department must play its part in a coordinated fashion.”

Not only have people become empowered by technology, but the next generation to enter the workforce — those born between 1995 and 2010 that represent 27% of the world population — has spending power.

“They are less inclined to trust companies and brands, expect to be heard and involved, are quick to switch preferences, and seek out employers and brands that offer authentic and transparent experiences,” adds Huang.

Maximize your CX strategy
Gartner Customer Experience & Technologies Summit 2018

LEARN MORE

Preference and purchase will be driven more by personalized experiences, trusted peer-to-peer information, and real-time delivery of information and services. These experiences are delivered through many channels — the web, mobile apps, contact centers, and virtual personal/customer assistants, powered by AI.

“In order to deliver an adaptive customer experience you will need to increase real-time capabilities by absorbing and analyzing large volumes of data “on the move,” and react quickly to unexpected business events,” says Huang.

As organizations strive to become customer centric, Gartner has identified 10 common habits of organizations exercising customer centricity in the age of digital business.

The 10 Habits of Customer-Centric Organizations in the Age of Digital Business

Gartner: Habits of Customer-Centric Organizations

Watch video to learn more: “Gartner’s 10 Steps to Customer-Centric Success.”

SWG_BW_Analyst_Headshots_Huang-Olive

Gartner clients can also read more in the report “The 10 Habits of Customer-Centric Organizations in the Age of Digital Business, by Olive Huang et al.

Get Smarter

Gartner CIO Events

Learn more about CIO leadership and how to lead your enterprise through its digital journey.

EXPLORE GARTNER EVENTS

Building a Digital Business Technology Platform

What are the technology building blocks an enterprise needs to support digital business? This report details how CIOs and IT leaders…

READ FREE RESEARCH

The IoT Roadmap for the Digital Business

Most executives have teams working on IoT initiatives in their enterprises. These teams are struggling with technology issues, vendor…

START WATCHING

You may also like
6 Ways to Shape Your CX for Gen Z
How to Master the Modern Meeting
Opportunities for Conversational AI in Government