Customer Centricity is No Longer an Option—It’s Fundamental to Survival

In this intensely competitive and disruptive environment, the need for outstanding customer service has never been more critical. With its role in contributing to a company’s brand promise, it is simply too important to be left to a single department. Outstanding customer service can only be delivered when the business acts in unison, in a highly collaborative and coordinated way. Customer advocacy can only be won when customers feel that the brand serving them has their interests....