Customer Centricity
Drive change capability from the outside-in.
Everyone is telling you that you need to become customer-centric. Your organisation has initiated several projects to create better products, improve service, and satisfy your customers’ digital needs, but the business is not changing. You feel that there is a better way of doing things. Perhaps you have heard about design and wonder if it is a more creative, collaborative and customer-centric way of doing things.
The Challenges
- How do you bring something like design into your organisation and drive change from the outside-in?
- How to discover how people feel, what are their motivations and experiences?
- How to build the capacity to ensure you can continually improve products and services, and making them more productive and resilient? Whether it’s redesigning a whole organisation or building apps.
How to face it
- Prioritise and govern CX improvement and change
- Assess customer-centric capability maturity
- Align the organisation around one vision for customer centricity
- Effectively engage customer-facing staff in transformation
- Design & implement one way of improving customer journeys
- Develop a customer experience centre of excellence
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