Focusing on a Customer-Centric Culture

By The Numbers

blue planet studioBLUE PLANET STUDIO/SHUTTERSTOCK.COM

It’s an increasingly common refrain: 83% of supply chain practitioners surveyed by Gartner say they’re being asked to improve customer experience as part of their organization’s digital business strategy. The most common priority is developing a customer-centric culture.

According to the Gartner for Supply Chain Report “Four Steps to Becoming a Customer-Centric Supply Chain,” the 2021 Gartner Sustaining a Customer-Centric Digital Supply Chain Ecosystem Survey found that a variety of positive outcomes are expected from investments in customer experience (CX). When asked to select the top three, the respondents chose the following:

optimized cost

TIME FOR AN OVERHAUL?

In late 2022, HSBC Holdings plc teamed up with research firm Toluna to poll 2,170 CEOs and CFOs at global mid-market enterprises. More than half (54%) of the respondents to the Business Balancing Act study said they’d prioritize investment in customer experience over the coming 12 months. So how does the supply chain fit in?

time for an overhaul