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Summary
In this podcast episode, the guest speaker discusses the concept of customer centricity and how it can be transformed from a buzzword into actionable strategies. She highlights the importance of defining customer centricity as a business strategy, rather than just a philosophy or methodology. The four main elements of customer centric transformation are identified as strategy and leadership, processes and technology, customer centric talent management, and organizational design. The guest speaker also emphasizes the need to align talent management approaches with the goal of delivering exceptional customer experiences. The differences between physical and digital customer experiences are also explored, with digital-native companies being more likely to have a customer-centric approach.
Key Points
Customer centricity should be seen as a business strategy rather than just a buzzword.
Customer centric transformation consists of ...
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