Why Building a Customer-Centric Culture Is More Important Than Ever

'Every member of our 75,000-person team is our brand'

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The digital-savvy customers of today interact with brands on multiple channels, online and in the real world.

All of these different channels and communication methods can be challenging for companies to truly understand their customers’ preferences—not to mention delivering personalized experiences at scale.

Leaders from Delta Air Lines, Bain & Company and Warner Music Group joined Adweek’s Digital Shift event to share their real-world learnings on building a customer-centric culture.

‘Enriching the lives of customers’   

Today’s customer is in control, and brands that fail to foster customer-centric cultures will ultimately fail to meet their needs and expectations.



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