Podcast ¦ CX Passport: The one where org design gets in the way – Silvana Buljan Executive Director Bond EMEA E165

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 four main elements: strategy and leadership, processes and technology, customer centric talent management, and organizational design.
• Organizational design based on touchpoints and customer journeys can improve customer experience.
• Talent management should focus on helping employees understand their role in delivering exceptional customer experiences and creating a strong employee experience.
• Digital-native companies are more likely to have a customer-centric approach compared to traditional brick and mortar retailers.

Key Statistics

No statistics were mentioned in the podcast episode.

Key Takeaways

• Customer centricity is a business strategy for long-term and sustainable growth.
• Organizational design based on touchpoints and customer journeys can improve customer experience.
• Talent management should focus on enabling employees to understand their role in delivering exceptional customer experiences.
• Employee experience is important for creating a customer-centric culture.
• Digital-native companies are more likely to have a customer-centric approach compared to traditional brick and mortar retailers.
• Agile methodologies and design thinking can support a customer-centric approach.
• Customer behavior and needs should be tracked and monitored to stay relevant and up-to-date.
• Customer centricity should be a priority across all levels of the organization.
• Businesses should invest in systems and processes that enable a customer-centric approach.
• Companies should align their brand values and purpose with a focus on making a difference for customers.
• Customer centricity requires a shift in mindset and a cultural change within the organization.
• Leadership plays a crucial role in driving customer-centric strategies and initiatives.