True customer-centricity: An operating model for competitive advantage
The emergence of new technologies and geopolitical changes are disrupting industries around the world. Corporations are rethinking how to create value for their customers—whether they are serving other businesses (B2B), consumers (B2C), or both (B2B2C)—and how to rewire their business operations to focus on customer needs. Legacy automotive companies are having to find ways to compete with electric-vehicle disruptors, banks are competing with fintech companies, and consumer goods companies are…

