How to: Instil a customer-centric culture

Vince Kerrigan, strategic solutions manager at Vital Communications, shares his thoughts on how to put your customers first

Businesses across industry sectors are increasingly looking for ways to improve customer experience in order to boost sales and drive value.

Typically, this involves harnessing technology to gather customer data and using insights gleaned from this to make predictions and adapt business processes. Taking this approach, it is possible to create a business that is moulded to the needs of the customer rather than the other way around. However, the biggest challenge for businesses is often how to change the culture of the organisation.