Capgemini Customer Experience Summit 2023

Creating A Customer Centric Organization through Technology and Culture

“The best way to predict the future is to create it.” – Peter Drucker

To meet the constantly evolving customer expectations, organizations need to undergo a holistic transformation. This journey involves aligning departments and embracing a mindset of innovation and adaptability. Both technological and cultural sensitivity are essential in this process. Externally, cultural awareness plays an important role in understanding customer needs and building trust. Internally, organizational culture shapes employee attitudes and behavior, promoting collaboration and a customer-first ethos. In this presentation we explore the dynamic relationship between technology and culture and discuss how these forces can be leveraged to create a customer-centric organization.