Neglecting Customer-Centricity in a Digital World

While there is a lot of emphasis on digital technology adoption, an area in which many organizations are failing is leveraging these technology innovations to genuinely improve the customer experiences of their digital solutions. In this podcast, Thomas breaks down this issue into three categories of failed customer-centric implementations: Neglectful Customer-Centricity, Lazy Customer-Centricity and Excessive Customer-Centricity.

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