A customer-centric organization structures itself around customers and their evolving needs. CGAP identified five pillars that support customer centricity, including committed leadership and a customer-focused culture; operations focused on customers; and employees empowered to provide positive customer experience.
A customer-centric organization creates value for multiple stakeholders – customers, employees, and shareholders – by targeting change across the organization. It takes time to catalyze this change, embed new processes, and shift mindsets toward new behaviors. The pace of change must also match your organization’s readiness. Remember, it doesn’t happen overnight – and you create your own change journey.