TECH SUPPLIER Apr 2020 - Market Perspective - Doc # EUR146186420

Embracing Customer Centricity in Service Delivery

By: Mette Ahorlu, Tom SealSenior Research Director, European Enterprise Applications

Table of Contents

Executive Snapshot

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?

Successful Practices

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

Learn More

Related Research



Related Links