Insights 2020: Driving customer centric growth - A practical roadmap to true customer centric growth and the pivotal role that insights and analytics can play

This paper examines customer centricity – providing positive customer experiences in order to maximise the firm's long-term financial value – and explains how companies can become customer-centric.

Insights 2020: Driving customer centric growth - A practical roadmap to true customer centric growth and the pivotal role that insights and analytics can play

Frank van den Driest, Steven Berkhout, Joris Zwegers and Tom WilmsMillward Brown Vermeer

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Introduction

The purpose of this paper is to unveil a practical roadmap to Customer Centric growth and to decode the role of Insights & Analytics in driving this. The roadmap and role of Insights & Analytics is based upon a large-scale global empirical study containing insights...

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