Journey To Centricity

Managers and leaders know that customer centricity means providing positive customer experiences. But what if that’s not enough?



In the current age, where Millennials and Generation Z are shaping the very fabric of society and business, to remain relevant, organisations must provide more than occasional good experiences. 



A narrow focus on short-termism, excessive tech automatisation and outdated product mentalities are a liability to customer centricity. We need businesses that are willing to radically change, embrace a long-term, customer-focussed perspective, and are able to create value for all stakeholders.



In Journey to Centricity, Ilenia Vidili instils a customer-oriented vision from the C-suite beyond, to transform your day-to-day operations and culture through three pillars: 

• Humanity. Make your brand more human by embracing a higher purpose, an empathic human touch and sustainable corporate responsibility. 


• Technology. Apply the necessary tools as enablers to ease of use, hyper-personalisation and innovation to improve your customers’ lives.


• Culture. Invest effort in changing old-style mindsets that improve your culture and fortify your brand, to create a place where employees feel motivated, valued and appreciated. 

Drawing on B2C practical advice from Ilenia’s first-hand interviews with leaders of world-class organisations such as illycaffè, Enel, Polestar, Forrester and Bain & Co, this book lays out a customer-centric framework for thriving in the new era of stakeholder capitalism.



Receive a powerful call to action to combat old paradigms, improve customer focus, create value for all stakeholders and contribute to a sustainable business world. 



There has never been a more critical time for change. 



Transform your mission into a journey to centricity!

Pagine	296
Formato	[EU] Stampa bianco e nero - standard - 152x228 mm - Carta bianca - Copertina opaca
Peso	431 gr.