Table of Contents
Figure: Executive Snapshot: Embracing Customer Centricity in Service Delivery
New Market Developments and Dynamics
A Trusted Partner?
What do Clients Want?
Customers in Agile Projects
Figure: Customer Involvement Levels Throughout the Project Life Cycle
How to Build Long-Term Client Relationships in the Digital Age
Are Digital Projects Really Smaller than Traditional Ones?
Happiest Minds: Being Close to Customers Through Happy Employees
Capgemini: Account Organization and AIEs Drive Customer Centricity
Accenture: Decentralized Customer Engagement Model
Key Actions to Succeed in Customer Centricity
Advice for the Services Provider