Customer Centricity Customer Change Customer Insights Customer Journey Mapping 
Qualtrics
FEBRUARY 21, 2020
The banking industry’s transformation from being a CX cautionary tale to one of the highest-scoring industries in our study demonstrates that any company, in any industry, can become customer-centric. 3) Rapidly adapt to changing needs and expectations.
Pointillist
JUNE 7, 2021
Conversely, underperforming teams predominantly rely on qualitative approaches like customer journey mapping. CJXM21 #CustomerJourneyAnalytics Click To Tweet. “ Jim Tencher Founder and CEO Heart of the Customer. times more likely to be tightly aligned on a customer-centric approach and goals 2.1
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