Our insights

Two Years’ Warning: The Customer Centricity Crisis

Our new research reveals that three-quarters of business leaders believe their company won’t survive beyond the next two years unless they put more focus on customers. Yet, astonishingly, nearly half have got ‘more important business issues to focus on.’

Two Years’ Warning: The Customer Centricity Crisis‘ exposes the mindsets that exist around customer centricity in the world’s largest organisations, and the disconnect in attitude and beliefs between leaders and employees. Our study finds that leaders are paralysed by the changes required, and are failing to build companies fit for today’s increasingly demanding customers.

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