It’s become a cliché to say that customer experience (CX) isn’t the sole responsibility of any one team, or that every part of the business should have a role to play in CX. Of course they do. The ...

First the good news: 75% of retailers believe customer-centricity is a “top three success factor” for 2009 and 80% of retailers expect an increased focus on consumer centricity this year, according to ...

There are simple ways to being customer-centric, but the tangent must be drawn from the key vision, goals and values of the company. In my past 24 years, I have had the privilege of working in various ...

NEW YORK & LONDON--(BUSINESS WIRE)--EDITED™, the leading global retail intelligence platform, is excited to release the findings from its Customer-Centricity Index Self Assessment – a ...

*We’ve all heard it: “The customer is always right.” But in reality, how many businesses actually live by this principle? In the age of digital disruption, the companies that thrive aren’t just the ...

Forbes contributors publish independent expert analyses and insights. I lead Boston Consulting Group’s Behavioral Science Lab. Aug 27, 2025, 08:00am EDT Aug 27, 2025, 09:16am EDT Leaders need to put ...

Customer centricity is vital to business survival in today’s marketing landscape but what does the term really mean and can a brand ever truly lay claim to it? Melanie May investigates Giving ...

While austerity and recession continue to hit people hard, customers are choosing to spend their cash with brands they trust. The question is, how do you make your business one that customers want to ...

Until new behaviors and mindsets are rooted in the organization’s social norms, they are subject to degradation. Interventions increase employees’ interest and ability to accept and enact ...

Sitting around a table at a customer advisory board meeting about a year ago, my mind started whirring. The conversation turned to how our business could expand its offerings to provide even more ...

B2B brands are striving to become more customer-centric, but what mistakes are they making along the way? Jessica McGreal investigates Every B2B brand wants to be customer-centric, hyper-personalised, ...