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Customer centric transformation is a journey, not a destination

by Marzia Aricò and Cristina Tamburello

Customer-centric transformation is years in the making. It can feel like a never-ending journey that’s not moving fast enough. Progress is slow and outcomes take time to surface. Yet progress is happening. This report brings you through the journeys towards a customer-centric transformation, its ups and downs, patterns of actions, and pivotal moments – as we heard from the CX leaders and practitioners engaged in this study.

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Trained as a designer, equipped as a researcher. Being able to investigate people, dynamics and contexts to convey a positive impact and keep learning is where I thrive.

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