Medallia and Deloitte’s report makes the case for embedding customer-centricity into company culture as a strategic imperative in today’s fast-paced, digital marketplace. Consumers are more empowered, diverse, and demanding, making seamless, personalized experiences essential. A customer-centric culture is driven by collective focus, external orientation, change and innovation, and shared beliefs. Organizations must empower employees, foster collaboration, and embed feedback loops to improve customer experiences. Using tools like Deloitte’s CulturePath, businesses can align culture with strategy, driving financial performance and creating a sustainable competitive edge.

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