Customer-centric culture as enabler of digital transformation

The telecommunications industry is characterized by digital transformation. In an environment of technological changes and innovative and dynamic business, becoming more customer-centric is a core business requirement for today's communication service providers (CSPs). Improving the customer experience starts with organizational culture. Customer-centric culture can help grow revenues, improve efficiency, productivity and quality of service. This paper explores what organizational culture is, why it is important and why customer-centric internal culture is a key factor in providing quality customer service. Also, it is given a use case with directions of change from current established internal culture towards possible desired customer-centric culture for telecommunication market in Bosnia and Herzegovina.