Customer Centricity must be at the heart of every organisation

We hear a lot about digital transformation and naturally people think it’s about technology but it’s not. It’s about change and how an organisation is adapting to the ever-changing landscape. It’s about people and the ability to sense, analyse and respond to client and employee demands and it’s about adapting to new business value propositions with a customer centric operating model.

In this era of disruption and volatility, top priorities for business in 2021 and beyond will be to re-establish growth post the pandemic by and adapting to a fast changing and volatile market. A key success factor today is to be purpose-led and values driven, totally honest with your customers about what you stand for and the value you intend creating and how you will minimise your organisation impact on the environment so you can create sustainable outcomes for your shareholders, customers and a wider set of stakeholders. Companies need a seamless combination of business strategy, experience and technology to transform business, and achieve responsible growth.

Quinton Pienaar, Customer Transformation and Salesforce Leader, PwC EMEA says “We love helping our clients re-think their strategy and innovate as they design and implement new experiences for their clients. Our collaborative BXT approach allows us to identify new ways for our clients to create business value and transform their business."

In a recent IDC Analyst Connection, sponsored by PwC, titled Driving Sustainable and Responsible Growth Through Customer Centricity (September 2021, #US48214621), analysts examined how organisations must change to drive sustainable and responsible growth. ‘Customer centricity needs to permeate your whole organization so that everyone you employ is committed to doing the right thing for the people who ultimately pay everyone's salaries—your customers. People you may think of as "back office" employees —such as finance and legal staff —also contribute to the experience your customers have when considering, buying, and consuming your offerings.’