David Wild says that ‘customer centricity’ is the sole responsibility of the CEO. He goes on to suggest that the challenge for retailers is going to be competing with pure digital players while also using stores to gain a competitive advantage.

• Who owns the customer experience on the board?
• How should you respond to customer feedback?
• Who are the key consumers in your supply chain?
• Does everyone in a business need to be customer focused?
• How is the BBC approaching its customers in a multichannel world?
• In the B2B space, are there good examples of customer centricity?
• How do you measure the strength of the customer relationship?
• Can customer service ever be perfected?
• How should businesses deal with bloggers and social media activists?