Matilda Anello-Gaudiza holds a doctorate degree in economic informatics, an MBA in international strategic management and a master’s degree in business psychology. She has over 30 years of executive experience, leading global change in the financial and pharmaceutical industry. Transforming global organisations digitally, analysing customer and market behaviour and gaining profound skills in enterprise architecture, Matilda built the foundation of her own business be-2-act, delivering strategic support on people management, employer branding, culture change and innovation.
Publications
Part 1
Before getting into the detail of what customer centricity is, it makes sense to understand why the topic is growing in relevance, directly affecting the competitive advantage of enterprises. Customer centricity has always been significant, as the intent of most businesses is to deliver relevant offerings to their customers that lead to greater revenue and ultimately to profit. Today, in order to maintain or grow market standing and retain competitiveness, it is even more essential to put the customer at the centre of the organisation’s business model. The reason is partially related to the rapid changes and advances in technology and communication, combined with explosive growth in data and information, which have given rise to significant changes in customer behaviour.
