How can customer data and insights lead organisations towards customer-centricity?

  • The importance of knowing the customer has never been greater, especially when normal conditions of consumer contact are suspended or at least curtailed.

  • However, customer centricity cannot be achieved when any of the touchpoints along the customer journey are siloed.

Crucially, 50% of organisations still don’t have a holistic view of their customer, as data has been shared and stored across multiple sources and channels. Furthermore, currently less than 10% of organisations are using customer insights to improve their CX. e edge.
50% of organisations still