Customer centricity can be defined many ways, but for today’s IT, it’s no longer about just the quality of the product or service being provided. It’s the total experience, says Pratibha Salwan, co-leader of consumer services at technology research and advisory firm ISG.
Customer centricity is how you make customers feel at every touch point in their journey with your brand, from initial consideration, through purchase, and after the product or service is delivered, Salwan explains. “Any form of technology that helps deliver world-class customer experiences is at the heart of customer-centric IT.”
