Understanding the Key Capabilities for Customer-Centricity

Across industries today, delivering the right customer experience has become critical to standing out in a crowded and competitive marketplace. And increasingly sophisticated technology—including predictive analytics and artificial intelligence—is taking customer centricity to a new level by enabling companies to know and serve customers with increasing precision. 

In a new e-book—entitled “Driving Customer Centricity Through Technology: Industry Examples”—Wipro and Microsoft explore three technology-enabled capabilities that are key to shaping and delivering a superior customer experience:

• Understanding your customer—using customer data to know who customers are, what they are doing, and their expectations, and drawing on those insights to provide them with relevant, personalized information. 
• Orchestrating your touch points—using technology to enable real-time, event-based guidance for customer journeys and respond quickly to customer actions and interest to drive sales.
• Engaging Customers—delivering coordinated, consistent customer interactions across digital and human-assisted channels to increase sales and customer satisfaction.

This e-book depicts scenarios from a variety of industries that illustrate how these capabilities can help companies improve the customer experience.

Helping companies strengthen customer centricity and the customer experience is a key aspect of the Wipro and Microsoft alliance, a relationship that spans more than two decades.