Jim Davies, a Research Director for Gartner Research and part of the company’s European CRM team, said that customer-centricity is finally coming of age.
“Customer-centricity is finally coming of age and it’s being driven by a major shift in how customers think, act, and communicate,” Davies said during a session titled, “Innovations in Customer Experience Management,” at the recent Confirmit Community Conference held in Orlando, Florida.
Davies said customer experience is one of the few differentiators....