The Success of Customer-Centric Companies in the Global Context on the Road to Industry 5.0

Abstract

In a globalized world, where the incorporation of emerging technologies is common as part of digital acceleration processes, organizations are forced to rethink their approaches and business models to survive and generate a competitive advantage in the transition to Industry 5.0. The objective of this research was to identify the factors that generate a positive impact on a customer-centric strategy within the business sector in the global context, providing a route to the new industrial revolution. The study adopted a qualitative and exploratory approach, analyzing three case studies of companies that succeeded in their business strategy by shifting their focus to a customer-centric strategy. These cases made it possible to explain the phenomenon under investigation in detail. The analysis revealed that all the companies made significant changes in their areas of innovation and corporate culture, which made it possible to maximize the benefits expected by the customer and to add value to their expectations. This change in business perspective, becoming more oriented towards the customer’s needs, proved fundamental. In conclusion, a customer-oriented strategy enables organizations to make more accurate decisions and to be resilient to changes in the context, thus ensuring customer satisfaction. These findings underscore the importance of adaptation.

Received: 19 October 2024 | Revised: 14 February 2025 | Accepted: 19 February 2025

Conflicts of Interest 

The author declares that he has no conflicts of interest to this work.

Data Availability Statement

Data sharing is not applicable to this article as no new data were created or analyzed in this study.

Author Contribution Statement

Gabriel Silva-Atencio: Conceptualization, Methodology, Software, Validation, Formal analysis, Investigation, Resources, Data curation, Writing - original draft, Writing - review & editing, Visualization, Supervision, Project administration, Funding acquisition.