Emerging Tech

Why Customer Centricity Matters: Sustaining High Performance Through Uncertain Times

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Executive Summary

As organizations around the world confront new economic realities, many find organizing an effective response in this highly complex, highly uncertain environment to be uniquely challenging. Their sense of heightened uncertainty and risk reflects a business landscape already in a state of transformation before the current economic cycle. Increasingly open markets and trade liberation have dispersed economic power and triggered unprecedented levels of competition. Heightened competition has accelerated the pace of commoditization, curtailing advantages based on innovation, availability or functionality.

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