The report sheds light on customer experience management strategy, customer personas, journey maps, and steps towards forming a customer-centric organization. It discusses how behavior impacts determining marketing strategy and analyzes emerging concepts along with perceptions that have a major influence on customer experience. The report includes two customer personas, their demographics, psychographics, and behavioral traits. It also provides customer journey maps and a customer experience management strategy. Finally, it outlines steps towards forming a customer-centric organization.