Published: 04 June 2024
Customer service and support leaders assist enterprisewide customer centricity, but struggle to turn it into actionable strategies. This research offers a new function-specific definition and approach, focused on minimizing service demand while enhancing customer experiences.
Customer service and support leaders often face a challenge in supporting enterprisewide efforts to enhance customer centricity as customers generally do not have a desire to engage in a service interaction.
Misinterpreting customer centricity in the service function often leads to misguided strategies that emphasize expanding the role of service in the customer experience.
Customer service interpretations of customer centricity often overlook the customer’s primary objective: a seamless product experience that doesn’t require any interaction with the customer service and support team.
Adopt a new functional-specific interpretation of customer centricity that minimizes the role of service interactions in the overall
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Analysts:
Jason Barberio, Daniel O'Sullivan
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