10 Habits of Customer-Centric Organisations

March 22, 20194min

As businesses strive to become customer-centric, Gartner has identified 10 common habits of organisations exercising customer centricity.

Gartner predicts that, by 2020, poor customer experiences will destroy 30 percent of digital business projects. Will yours be one of them? What does it mean to be customer-centric?

Customer-centric organisations understand the unique problems and expectations of their customers as well as the context of those needs. They then consistently deliver products and services that meet those expectations.

“You must win at every interaction the customer has with your organisation,” says Olive Huang, Research Director at Gartner.

The pace of technology innovation has accelerated and is empowering people. Customers, users and employees expect more, complain more, are more willing to switch suppliers or employers – and share far more about their experiences.

“Your business results depend on your brand’s ability to retain and add customers,” says Olive continues.

“You must win at every interaction the customer has with your organisation, whether that be a marketing campaign, a call to a contact centre, an invoice, or a delivery reliant on the supply chain. Every department must play its part in a coordinated fashion.”

Not only have people become empowered by technology, but the next generation to enter the workforce – those born between 1995 and 2010 that represent 27 percent of the world population – has spending power.

“They are less inclined to trust companies and brands, expect to be heard and involved, are quick to switch preferences, and seek out employers and brands that offer authentic and transparent experiences,” adds Huang.

Preference and purchase will be driven more by personalised experiences, trusted peer-to-peer information, and real-time delivery of information and services. These experiences are delivered through many channels – the web, mobile apps, contact centres and virtual personal/customer assistants, powered by AI.

“In order to deliver an adaptive customer experience you will need to increase real-time capabilities by absorbing and analysing large volumes of data ‘on the move’ and react quickly to unexpected business events,” says Huang.

Gartner will be covering content like this at the upcoming Gartner Customer Experience & Technologies Summit, 22-23 May, London UK.

Save €325 on your booking by using CXM2019

Laurence Goasduff

Laurence Goasduff

Laurence Goasduff is PR Director EMEA at Gartner.

Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.



UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Paul Ainsworth

For general inquiries, advertising and partnership information:
Tel: 0207 1932 428

For Advertising and Guest/Sponsored posts:

For Masterclass enquiries:
Tel: +44 20 86386491

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN


Find a job in customer support with Jobsora


male enhancement: zero sex drive natural ways to treat ed n 100 pill how common is penile cancer male enhancement pills at rite aid male enhancement his max sit on my dick wise crack make penis bigger dick rashes penis enlargement surgery uk vitamin d for testosterone how to make my dick huge king size male enhancement bigger penice stay a little longer tab does breast enlargement pump work can you order antibiotics online raise testerone naturally quality penis pumps best test boosters 2020 sims 4 sex modern man v3 staminol vs viagra pussy pills 19 inch penis man penis enlargement tumblr sex in bedroom canadian generic viagra lil float erectile dysfunction otc remedies for anxiety man takes viagra blood circulation pills master zen pills partial erectile dysfunction 72hp male enhancement prostate problems and sex beach erection pics chinese sex games popular pills proper way to measure penis testosterone magazine penis pump before and after pic horny goat weed vs viagra long lasting sex tips impotence medications testosterone levels chart what is a penis ring used for male enhancement vape juice food for erections

weight loss: does stress cause weight loss weight loss wagers weekly workout plan for weight loss zuccarin diet reviews does stress causes weight loss epsom salt diet weight loss sage tea benefits weight loss non invasive weight loss surgery schoolboy q weight loss raw food diet weight loss 30 days pomegranate weight loss cannabis and weight loss weight loss clinic elk grove best weight loss pills by dr oz cardio exercise for weight loss at home bella weight loss weight loss and alcohol slim 1 diet pills reviews is jogging good for weight loss vegan for a month weight loss kim jong un weight loss does tradjenta cause weight loss best foods for fast weight loss 30 day meal plan for weight loss most successful weight loss pills prescription drug for weight loss 4 week weight loss diet fairmont weight loss clinic fiber one weight loss list of healthy fats for weight loss weight loss trick alli diet pills review ayurvedic tea for weight loss complete nutrition weight loss most effective otc weight loss pills team names for weight loss weight loss pills without prescription cpap weight loss forskolin weight loss pills review duke weight loss my diet pills low sugar diet weight loss plan tight diet pills review insanity diet pills low carb weight loss diet plan quick weight loss tips for women weight loss by diet calorie intake for weight loss female best keto pills to lose weight cvs weight loss products

vape: vape shop best vape machine vape shops in oregon top rated vape pens pink starburst vape juice minifit vape empty vape cartridges for sale e cig cartridge vape mod shops vaping websites vape world durant water vapor hookah where i can buy a good chestnut flavor for ecig vaporizer battery mod e cigarette hurts my lungs mystica vape review is vaping being banned e cig battery mods new to vaping kanthal ribbon wire vaping healthy vape tanks review ohm vaping vaping too much vaping at 200 watts dry leaf vape smok infinix not charging vaping hashish tank vs dripper smok tfv12 mesh vapor starter kits free as the amount of water vapor in the air increases aegis mini kit coils smok m17 review gang vape mod voopoo drag 2 hack shogun mod cheap salt nic vape juice geekvape aegis no coil detected fix durham vape shop smok alien bluetooth smok v8 wattage uwell crown 3 vs d1 tanks vape small uwell rafale x brief description ecig n vape burien voopoo mini drag vape pen carrying case voopoo uforce t1 tank coils ecig batteries review

cbd oil: discount cbd oil purekana cbd ancient nutrition cbd mana artisan botanics cbd vape drug test cbd labeling requirements cbd help with anxiety does smoking weed clear acne eczema cbd how to smoke cbd crystals mercury poisoning cbd 954 shop pancreatic cancer cannabis oil what is cbd oil made from best cbd edibles reddit cbd heart cbd ejuice reddit map of melbourne austrailia cbd oil 750 cbd laws in ohio is it legal to fly with cbd in the us waht is cbd meaning of endow diggin cbd oil cannabis identifier potionz cbd capsules checkout counters for sale wholesale orphan tears e juice wiki liver cancer cbd oil mitbbs study of everything in the que definition find out traduccion cbd oil for toddlers made for more amazon a land use typically excluded from a north american cbd is liquid sci glass for sale why does cbd oil cost different healthy u cbd cbd elixer complete relief cbd oil cbd oil for optic nerve damage cbd oil for brain inflammation testimonials koi cbd wholesale best place to buy cbd oil in south carolina sunmed cbd gummies can cbd oil cause hallucinations marijuana vs opioids can cbd oil replace metformin cdg shirt