Objective

The volume of customer data that now exists overwhelms many organizations. Some organizations don’t have the systems and technology to segment and profile customers. Others lack the processes and operational capabilities to target them with personalized communications and experiences. But the most common barrier to customer centricity is the lack of a customer-centric organizational culture. To successfully implement a customer-centric strategy and operating model, an organization must have a culture that aligns with them — and leaders who deliberately cultivate the necessary mindset and values in their employees.

Participant Outcome

• Geared to meet rapidly changing customer needs and customer expectations
• Are able to make customer experience the focal point for process design.
• Make customer satisfaction integral part of organizational values
• Prioritise customer satisfaction ahead of everything else

Milestones

• Will use technology to advise clients on the best financial options and products
• Culture of creative problem solving, and developing new products and services to enhance overall customer experience
• Extensive use of automation and new technologies empowering the customer centricity approach