Amazon VP and CTO: 'If you’re not customer centric, you won’t survive'

Amazon VP and chief technology officer (CTO) Werner Vogels, speaking at the IATA AGM, highlighted (03-Jun-2024) the importance of modernising contact centres to make the customer "feel like you're on their side". Mr Vogels said it is important to make customers feel central and to make sure they're "with you for a long time". He added: "Customers want to be treated as individuals", noting: "If you're not customer centric, you won't survive".