We are looking to identify new ideas and methods that will define how the customer-centric organisations of tomorrow will operate.

Over time customer-centricity will become one of the critical success factors of every change programme as companies wrestle with changing product and service centric thinking to a genuine customer-centric philosophy. The structures, processes, methods and culture that drive product-centric thinking will not change overnight so the challenge will be how to evolve quickly enough to successfully compete without destabilising the operation too dramatically during the journey.

The scope of this research is to identify success strategies, ideas and new thinking, innovation and methods that will help organisations simultaneously accelerate and de-risk an extremely challenging process.

We are seeking out organisations who view themselves as or aspire to be more customer-centric to participate in face to face research.

We will share the research findings and make special offers for companies who contribute.

Image by The Opte Project

What’s involved?

We are conducting interviews with CEO's, Customer Experience Heads and/or other "C Level" stakeholders in related roles (usually strategy, marketing or operations) either face-to-face or via conference call.

The calls last approximately 1 hour and an interview scope will be sent to each participant ahead of the call. The interview content and research notes will be added to the research base plus with your consent, the specific interview would would create the basis for a further article for our media publication" The Next Ten Years".

The final research report will be shared with you ahead of formal publication.

Research Topics

Expected research are expected to include:

  • Advanced Customer Success thinking and methods
  • Measuring business impact on ROI and P&L
  • Creating a customer obsession culture
  • Technology innovation
  • Talent management
  • The future of customer experience
  • The shape of the customer-centric organisation