Customer-Centricity: Evaluate Your Perception vs. Their Reality
Do you know your customers? Are you sure? Can you afford to be wrong?
Most companies assume they know their customers, but in reality, they’re often mistaken about customer needs and priorities. That leads to poor insights and, even worse, poor decision-making.
The ability to leverage insights from the growing complexity and diverse pool of available data is what separates market leaders from the pack.
To reach high levels of customer-centricity, companies must emphasize the importance of customer understanding and execute the capabilities required to close the gap between perceived customer needs and the reality of what they want. Getting there involves part research, part analysis and part distribution. As a result, companies become more customer inclusive while planning, designing and delivering better experiences that align with their strategies, products and services.
In this webinar, customer experience experts will explore what being customer-centric truly means and how to use the right customer insights to help your business thrive.
- The most common challenges and myths about customer understanding
- How this capability fits into the world of research and insights
- What you do when you don’t know where to start
- How to mature your organization’s customer experience delivery to improve your overall customer experience.
This webinar is designed for leaders seeking to improve customer satisfaction, increase product adoption, and close the gap between perceived customer expectations and reality.
About Our Speakers
Colin McGee has developed and embedded customer experience capabilities for Fortune 500 clients for 10+ years. He leads our Experience Design Practice and the company’s digital transformation and modernization efforts for financial services, automotive, and retail clients, increasing revenue while decreasing cost-to-serve measures. He believes in designing solutions rooted in data and empathy to remove subjectivity from design.
Christine Pearce is a Business Design Lead for our National Customer Experience and Design practice and leads our research and insights capability. She has over 10 years of experience leading strategic transformation initiatives for startup, mid-sized and Fortune 50 companies. Christine’s expertise spans various creative, technical and analytical disciplines, including corporate strategy, market and consumer insights, human-centered design, brand innovation, emerging technologies and strategic partnerships. Christine harnesses these skills to help companies uncover strategic opportunities, develop insights-driven value propositions, and create differentiating consumer experiences that drive sustainable growth with a people-centric mindset.