Customer Centricity

Organisational success through customer centricity: Academic insights and real world applications

06/01/2026

Bron: PwC

Foto: PwC

In today's dynamic business environment, placing customers at the heart of your organisation is not just beneficial—it's essential. Customer centricity is an approach where every decision is aligned with the needs and wants of the customer, ensuring that products, services, and interactions are designed to foster genuine value. Although the importance of this strategy is widely acknowledged and proven to yield superior organisational performance, the journey to becoming truly customer-centric remains elusive for many..

Introducing the House of Customer Centricity

To address these widespread challenges, our white paper provides a comprehensive guide to embedding customer centricity within an organisation. We introduce the "House of Customer Centricity"—a robust framework built on solid research and effective business practices. This framework lays out essential components for establishing an authentically customer-focused organisation.

Through insightful real-world case studies, we illustrate how leading companies have used a deep understanding of their customers to refine their products and services, achieving remarkable outcomes.

Explore the transformative insights of our research and learn how it can steer your organisation towards authentic customer centricity by joining our upcoming roundtable, hosted in collaboration with UHasselt.

"Despite growing recognition that customer centricity is crucial for organisational performance, organisations are dealing with confusion about what customer centricity really is and how to put it into practice."

Tom VermeirDirector, PwC Belgium