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Customer centricity becomes front and center when a company goes from the building to the scaling stage, according to Indir Sidhu, Executive Vice President of Global Customer Success and Business Operations at Nutanix. He’s leading the company’s customer service as it evolves from a licensing to a subscription model. “If your product isn’t good — if it isn’t delivering the promised outcomes or satisfying the customer’s need — people can turn it off at any time,” he said. To delight customers, he uses customer data and turns it into a recommendations that prompt rather than react to customer needs. In the future, Sidhu said technology products should be smart enough to understand their environment and how they’re being used, and use that information to run optimally.

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