Gartner Research

Digital Business Requires Organizations to Focus on Customer Centricity

Published: 28 October 2019

ID: G00436364

Analyst(s): Olive Huang


As organizations build digital business, ignoring customer experience will lead to failure of the digital business model transformation for almost all organizations. Application leaders must translate customer centricity into a new set of improved actions to support digital business.

Table Of Contents


  • 1. Continuously Listening to Customers
  • 2. Ensuring Follow Up With Customers on Their Feedback
  • 3. Acting Proactively in Anticipating Needs
  • 4. Respecting Customer Privacy
  • 5. Building Customer Empathy Into Processes and Policies
  • 6. Delivering Value Across Customers’ Lives
  • 7. Motivating Employees to Stay Engaged
  • 8. Build a Sense of Purpose and Carry It Through
  • 9. Creating Accountability for Customer Experience Improvements
  • 10. Adapting to Customer Demands and Circumstances in Real Time

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