Join Steve Baxter and Chinia Waterman from Zoho UK for a live discussion on How to Build a Customer-Centric Business - Part 1: The Foundations.
They’ll unpack why customer-centricity has moved from a buzzword to a business imperative, and why so many organisations struggle to deliver it consistently. With plenty of real-world examples, opinions, and the occasional candid observation along the way.
The session follows the structure of the accompanying Action Plan and focuses on setting the foundations before you attempt to “fix” customer experience.
Together, Steve and Chinia will cover:
- Why customer experience matters more than ever.
- What customer-centricity actually looks like in modern organisations.
- The most common barriers holding businesses back.
- The five pillars that underpin a customer-centric business.
- Why leadership alignment and data foundations matter before implementation.
This is Part 1 of a two-part series. Part 1 sets the why and the what. Part 2 will focus on how to implement customer-centricity in practice, how to measure progress, and how to embed it into day-to-day work.
