Understand the key drivers of customer centricity
What is at the core of your business and how does it interact with the world?
Assess how you stack up against the best
How are you performing across key customer centric metrics, and what does great look like?
Set ambition and close the gap
Where would you like to be and what is the value of getting there? What does it take to close the gap?
Prioritise activities and implement plan
What actions should you prioritise, and how do you implement the change?