Gartner Research

China Summary Translation: 'Digital Business Requires Organizations to Focus on Customer Centricity'

Published: 05 February 2020

ID: G00466125

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



Digital Business Requires Organizations to Focus on Customer Centricity

  • Key Findings
  • Recommendations


  • 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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