Ilenia VIDILI

Journey To Centricity: A customer-centric framework for the era of stakeholder capitalism Ilenia VIDILI

Managers and leaders know that customer centricity means providing positive customer experiences. But what if that's not enough?




In the current age, where Millennials and Generation Z are shaping the very fabric of society and business, to remain relevant, organisations must provide more than occasional good experiences.

A narrow focus on short-termism, excessive tech automatisation and outdated product mentalities are a liability to customer centricity. We need businesses that are willing to radically change, embrace a long-term, customer-focussed perspective, and are able to create value for all stakeholders.

In Journey to Centricity, Ilenia Vidili instils a customer-oriented vision from the C-suite beyond, to transform your day-to-day operations and culture through three pillars:




Humanity. Make your brand more human by embracing a higher purpose, an empathic human touch and sustainable corporate responsibility.

Technology. Apply the necessary tools as enablers to ease of use, hyper-personalisation and innovation to improve your customers' lives.

Culture. Invest effort in changing old-style mindsets that improve your culture and fortify your brand, to create a place where employees feel motivated, valued and appreciated.




Drawing on B2C practical advice from Ilenia's first-hand interviews with leaders of world-class organisations such as illycaffè, Enel, Polestar, Forrester and Bain & Co, this book lays out a customer-centric framework for thriving in the new era of stakeholder capitalism.

Receive a powerful call to action to combat old paradigms, improve customer focus, create value for all stakeholders and contribute to a sustainable business world.




There has never been a more critical time for change.

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Transform your mission into a journey to centricity.