The Customer Centricity Model

| minute read

Our friends at cxpartners, a Sopra Steria company, recently explored how you can prepare your organisation to be both resilient and agile and to accelerate growth. Through a series of webinars, each focusing on a different dimension of the ‘Customer Centricity Model’, the cxpartners team outlined how each of the different customer centricity dimensions are important in growing your business’ customer maturity.

But first, what is the Customer Centricity Model?

It’s a model that helps you understand where your strengths lie as an organisation. And where there are areas of improvement too, of course.

When trying to understand where an organisation sits in its customer centricity maturity, a broad range of capabilities are assessed and measured. cxpartners partnered with Google to devise the Customer Centricity Model which has been broken down into 5 key dimensions, in which all capabilities can be grouped.

  1. Process – clear and efficient processes empower people to take the right action.
  2. Governance – the right tools to plan, evaluate and take required action helps organisations achieve their goals.
  3. Facilities – the right environment (physically and digitally) allows for effective working.
  4. People – the right people in the right roles provides the best customer experiences.
  5. Communication – effectively communicating objectives, progress and problems.

How does the model help me?

The model is designed to provide an easy way for managers and leadership teams to see opportunities for improvement to increase capability and grow maturity.

Through their work with some of Europe’s top organisations, and partnership with Google, cxpartners has studied what builds a resilient and prosperous business. The research reveals that there are three key factors:

• Sustainable revenue growth,

• Recruiting and retaining talent, and

• Agility to make change happen.

The dimensions cover everything from the way a company sets its strategy through to the skills of its people.

Each dimension is graded by basic capabilities (i.e. the foundations are in place) and leads up to advanced capabilities (i.e. organisation structure to ensure ease of access to those skills).

It’s important to know that when growing capability, balance is crucial. An organisation that only focuses on the skills of their people will become frustrated by poor processes, governance, and facilities. 

How customer centric are you?

Are you aware of how customer centric your organisation is? Do you know how you compare with other organisations in your industry?

Take cxpartners’ self-assessment to see how you compare.

Not only will you be able to benchmark your organisation against others in your industry, but you’ll also get a customer centric maturity score, with a detailed diagnosis on your strongest and weakest dimensions and personalised next steps.

Take this assessment if:

  • You and your team have an appetite for improving your capability in customer centricity.
  • You want to get a diagnosis of your current state, and recommendations for where to start.
  • Your organisation has over 200 staff.
  • Private or public sector.
  • Must be completed by a senior leader who has responsibility for improving team capability.

Start assessment

Want more information on customer centricity?

There’s also a great whitepaper, on the current state of customer centricity, based on cxpartners' study commissioned by Google.

  • Their research found that 64% of organisations are underperforming when it comes to customer centricity.
  • But the 36% who are performing well? Their revenue is growing 9x faster year on year in comparison to their underperforming counterparts. That is an estimated yearly revenue growth of £80m if you're a £1bn company.

Read the whitepaper to get five key insights from the study that’ll help you to answer the question: how can we be more customer centric?

Read whitepaper

Webinars on the 5 dimensions

cxpartners delivered a series of webinars that shed light on each of the 5 dimensions and they’re available to watch on demand.

Process: The cost of not doing discovery

Steve Cable, cxpartners’ Experience Director, and Paul Burrows, Global Commercial Director Transformation at British Council, look at the key difference in Process between high and low performing organisations. They discuss the value that discovery brings, highlight how not investing in discovery will cost you more in the long run and share real-life examples of how to get out of the cycle of doing customer research that doesn’t lead to meaningful change.

Watch on demand here

Governance: Empowering teams without creating chaos

cxpartners' Practice Director, Stu Tayler and Andrés López Josenge, VP of Design at Visa Europe, look at how strategic decisions are made, as well as discussing how you can empower your teams and decentralise control to deliver a better customer experience.

Watch on demand here

Facilities: Employee Experience – Why we all hate doing expenses

Hannah Whiteley, cxpartners’ Principal UX Consultant, and Sophie Dennis, Director of Human-Centred Design & Customer Experience at the UK Health Security Agency, explore the common indicators of poor EX (employee experience), what this means for a business and the wider customer experience, and how we can make improvements.

Watch on demand here

People & Communication: How to achieve high performance through culture

Giles Colborne, cxpartners' CEO, and Alberta Soranzo, Global Head of Customer Experience at Vodafone Business, discuss whether you have the right skills in house to deliver a great customer experience and the reality of creating change within an organisation.

Watch on demand here




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