How can organizations ensure they are consistently fostering a customer-centric culture that goes beyond just collecting feedback and tracking KPIs, to truly making customer experience knowledge a fundamental part of their company DNA?

Organizations can ensure they are consistently fostering a customer-centric culture by integrating customer experience knowledge into all aspects of their operations, from product development to customer service. This involves creating a clear customer experience strategy that is communicated and reinforced throughout the organization. Additionally, leaders should prioritize customer-centricity by setting the example and empowering employees to make decisions that prioritize the customer. Regularly soliciting feedback from customers and employees, and using that feedback to continuously improve processes and offerings, is also essential in making customer experience a fundamental part of the company's DNA.