Let’s be honest for a moment. Most organisations want to be customer-centric.
Very few are.
If you’ve ever heard things like: “That data lives in another system” or “That’s a sales problem, not a service one ” … you’re not alone. And you’re definitely not doing anything wrong. You’re just experiencing what happens when good intentions meet real-world complexity.
That’s exactly why we created 'How to Build a Customer-Centric Business', a practical action plan for organisations who want customer experience to stop being a talking point and start being a competitive advantage.
So, what is this action plan?
This isn’t a “CX is important” think piece. You already know that. Inside the action plan, we cover:
1. The real blockers to great customer experience (spoiler: it’s usually not people or effort - it’s silos, fragmented data, and misaligned goals.)
2. How to map the actual customer journey. Not the one in your slide deck. The one customers really experience across marketing, sales, service, onboarding, and renewal.
3. The five pillars of a genuinely customer-centric organisation. From unified customer data and empowered teams to leadership buy-in and feedback loops that actually lead to change.
4. A practical roadmap you can act on. Where to start (without boiling the ocean). How to prioritise fixes that make a visible difference.
5. What “good” actually looks like. Clear, realistic metrics that help you track progress without drowning teams in dashboards.
If you’re part of a digital, tech, SaaS, or service-led organisation, particularly one that’s growing, scaling, or evolving, this is for you.
This blog is just the highlights. Get the full guide and start turning customer experience into something your teams - and customers - actually feel.
