Every company likes to think (and say) that they're customer-centric.

It's a nice thought, right? Putting the customer (and their feedback) first, across the entire business and across all of the products and services they sell.

But sometimes, over the course of a company expanding rapidly, or chasing growth, or increasing margins, the customer can take a backseat to other priorities, and customer experience can suffer.

Over the course of its time researching and working with a variety of different, Temkin Group identified four key CX core competencies that can serve as a blueprint for building a customer-centric organization -- or as course-correction for organizations that aren't prioritizing these areas in enough earnest.

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Originally published Jul 23, 2018 8:00:00 AM, updated June 15 2021


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