Journey To Centricity: A customer-centric framework for the era of stakeholder capitalism

Managers and leaders know that customer centricity means providing positive customer experiences. But what if thats not enough?In the current age where Millennials and Generation Z are shaping the very fabric of society and business to remain relevant organisations must provide more than occasional good experiences. A narrow focus on short-termism excessive tech automatisation and outdated product mentalities are a liability to customer centricity. We need businesses that are willing to radically change embrace a long-term customer-focussed perspective and are able to create value for all stakeholders.In Journey to Centricity Ilenia Vidili instils a customer-oriented vision from the C-suite beyond to transform your day-to-day operations and culture through three pillars: Humanity. Make your brand more human by embracing a higher purpose an empathic human touch and sustainable corporate responsibility. Technology. Apply the necessary tools as enablers to ease of use hyper-personalisation and innovation to improve your customers lives.Culture. Invest effort in changing old-style mindsets that improve your culture and fortify your brand to create a place where employees feel motivated valued and appreciated. Drawing on B2C practical advice from Ilenias first-hand interviews with leaders of world-class organisations such as illycaffè Enel Polestar Forrester and Bain & Co this book lays out a customer-centric framework for thriving in the new era of stakeholder capitalism.Receive a powerful call to action to combat old paradigms improve customer focus create value for all stakeholders and contribute to a sustainable business world. There has never been a more critical time for change. Transform your mission into a journey to centricity.