I was very happy to have a conversation with Rik Vera for my latest episode of People&Digital, the podcast, as he’s such a highly respected customer experience thought leader – in Belgium and beyond. An influential business philosopher, coach and advisor, he inspires people with an approach to CX, disruption, sales and marketing based on culture, curiosity and responsibility. We spoke about why the customer should always be the centre of your universe, how companies can avoid being the ‘Trumps’ of the business world, and why acting like a surfer is a shortcut to success. Here are some of Rik’s thoughts on bringing his strategy of ‘extreme customer centricity’ into your working life.  1. Pay attention to your language Rik points out that so many companies depersonalise the human being through their language, which makes it harder for them to actually engage with their customers. 2. Assess whether you’re really, truly putting the customer first Try to gauge whether you’re actually making the customer the centre of your universe or whether you’ve reduced everything to KPIs, Rik says.  3. Curiosity is the key to bringing value in the Covid-19 landscape Rik discusses how his idea of a ‘net curiosity score’ could be a way for companies to navigate the ‘new normal’ after the Covid-19 pandemic.  4. Use new technology to your advantage You need to make sure your communication tools are working for you, Rik explains.  5. Embrace the chaos Chaos isn’t always a bad thing, says Rik. Companies that are open to disruption are often the most successful.  6. Conquer your overwhelm There’s no need to be overwhelmed in the fast-paced world of business, according to Rik. Try to see change as exciting rather than stressful. 7. Don’t stick to what you know Rik explains that the companies that entrench themselves in their older ways of working will fail, while those that “Uberize” their business will succeed. 8. Dive into the surfer mindset You can only learn to surf by surfing, says Rik. You get better wave by wave by wave – and that’s exactly what you need to do to run a business. 9. Become more agile by practising agility You don’t need to put into place a plan to become more agile as a company – you just need to start to solve customer frustrations, Rik explains. Rik had so much more to tell me in the podcast. Make sure to listen if you’d like some extra advice on embracing extreme customer centricity and boosting your business! Useful links: a summarized, quick-read version right hereTake the quiz! Which book do you need to boost your digital transformation in times of crisis?Sign up for the Digital LettersEvery week,  you’ll find a new episode in your favorite podcast player to feed your thoughts. In the meantime, if you want to discuss, ask me a question or react to a topic, I’m easy to find on ... Linkedin , Instagram, Facebook , Twitter Don't hesitate to reach out! Talk to you soon!