Many businesses set out to put the customer at the heart of everything they do. Very few do so successfully.
Gate One has been conducting a study into customer-centricity, interviewing over 500 businesses and 2,000 consumers across Europe and North America. Behaviour changes during the pandemic, the move towards purpose-led capitalism and technological advances have all contributed to customer-centricity becoming increasingly critical to corporate success. But the findings of our study suggest there’s a major mismatch between C-suite business strategies and customer expectations, presenting a barrier to businesses becoming truly customer-centric.
Keeping customers close: Customer-centricity in a rapidly changing world
Discussing what 500 businesses and 2,000 consumers had to say about customer-centricity and the challenges of making it a reality.
Download the report
Keeping customers close
Many businesses set out to put the customer at the heart of everything they do. Very few do so successfully.
Gate One has been conducting a study into customer-centricity, interviewing over 500 businesses and 2,000 consumers across Europe and North America. Behaviour changes during the pandemic, the move towards purpose-led capitalism and technological advances have all contributed to customer-centricity becoming increasingly critical to corporate success. But the findings of our study suggest there’s a major mismatch between C-suite business strategies and customer expectations, presenting a barrier to businesses becoming truly customer-centric.
Keeping customers close: Customer-centricity in a rapidly changing world
Discussing what 500 businesses and 2,000 consumers had to say about customer-centricity and the challenges of making it a reality.
Download the report
Keeping customers close
Many businesses set out to put the customer at the heart of everything they do. Very few do so successfully.
Gate One has been conducting a study into customer-centricity, interviewing over 500 businesses and 2,000 consumers across Europe and North America. Behaviour changes during the pandemic, the move towards purpose-led capitalism and technological advances have all contributed to customer-centricity becoming increasingly critical to corporate success. But the findings of our study suggest there’s a major mismatch between C-suite business strategies and customer expectations, presenting a barrier to businesses becoming truly customer-centric.
Keeping customers close: Customer-centricity in a rapidly changing world
Discussing what 500 businesses and 2,000 consumers had to say about customer-centricity and the challenges of making it a reality.
Download the report
”Getting customer-centricity truly embedded in the business is an all-encompassing transformation that involves looking at new processes, adopting new technology and ways of working, and restructuring the organisation.
Pat ThistlethwaiteChief Experience Officer, Havas Health & You, and Managing Director, Havas Health CX
Business leaders identify customer-led metrics such as customer experience (43%), satisfaction and service (37%) and quality of product (35%) as the key value drivers for their organisation’s success.
Technological innovation is seen as the key driver of transformation, enabling businesses to keep up with evolving customer demands.
UK businesses are most likely to be investing in technological innovation (47%) compared to 44% of businesses in the USA, 42% in France and just 29% in Ireland.
Irish customers are more anxious about the data companies hold on them than their peers in the UK, France or the US
Most Irish customers have experienced a vast improvement in online services offered by companies in Ireland since COVID-19 began
Irish businesses say they have been frustrated in their ability to turn growing customer data and investments into meaningful insights
Meet some of our team
Umbar is our digital and data lead. She has extensive cross-sector experience across consumer business, public sector/housing and life sciences, where she has supported several global pharmaceutical businesses dramatically enhance their customer engagement. From strategy and digital innovation, smart cities to intelligent automation, and customer engagement to Agile technology delivery, Umbar is passionate about digital and its power to help organisations and customers alike.
Anthony is the country lead for Gate One Ireland. He has nearly 20 years’ experience working with leading global organisations, delivering change across M&A, innovation, commercial excellence and digital transformation. He is an experienced consultancy leader and board member and has worked extensively across the public and private sectors in the UK, Europe and the Middle East. Anthony is extremely excited about the opportunity to build and grow a new and truly differentiated consultancy in Ireland – serving global and Irish clients alike.
Scott is an experienced programme director, business leader and change transformation specialist. He has over 20 years’ advisory and delivery experience on major programmes and projects across industries and government departments in the UK, Europe, the Middle East and South Africa. Bringing the capabilities of Gate One to Ireland was a major factor in Scott’s decision to return to these shores. He is focused on providing business transformation consultants with an open, ambitious, inclusive, and dynamic work environment that allows them to do their best work for our clients, continually learning and developing to maximise their own potential.
J’ai un doctorat en Sciences politiques, Affaires internationales et un DEA en Sociologie. Au départ, j’ai construit mon parcours pour devenir Ambassadeur de France, mais au final j’ai passé 26 ans de ma vie professionnelle comme consultant en Communication, Marketing, Datas et Digital pour de grands comptes en France et en Europe, comme conseiller de grands dirigeants d’entreprises et comme patron d’agences au sein de grands groupes mondiaux de Marketing/Communication.
Si vous souhaitez échanger avec nous sur la façon dont vous pouvez développer une organisation véritablement centrée client, veuillez contacter Laurent Fauroux.
If you would like to speak to us about how you can build a truly customer-centric business, please contact David Forde.
If you would like to speak to us about how you can build a truly customer-centric business, please contact Anthony Gaffney.
