Playshop on Strengthening Customer Centricity through Digital Transformation

Business organizations are seeing seismic changes, and the business
landscape is continuing to evolve. In an age of rapid digital
transformation, customers are choosing a myriad of ways to interact
with your organizations. It is thus imperative that organizations stay
ahead of the curve to achieve its strategic goals in service excellence.

The playshop will be dynamic, highly engaging using a Hands-
On, Minds-On Learning approach to producing a deeper, more meaningful understanding through an experiential process.

Building a customer-centric organization by pushing customer-centric
culture to the next level. Customer Centricity is all about a Customer
Centric Culture. The responsibility of Customer Centricity in an
organization is with the employees.

Customer-centric culture aligns your product and service with current and future needs of a defined set of customers to maximize mutual long-term financial value. It depends on an organization’s capability to understand, predict and respond to customer, market and competitor dynamics. A Customer-Centric Culture transcends individual departments and functions; it integrates the way all employees behave and perform.

 
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Outline/structure of the Session

This Playshop will address evolving principles and methodologies in
creating a world-class service organization and drive service
excellence through Customer Centricity.

  1. What is Customer Centricity
  2. Objectives of Digital Transformation
  3. How Customer Centricity & Digital Transformation are correlated?
  4. How customer experience & employee experiences complement each other?
  5. How to enable customer-centric culture by enabling digital transformation?
  6. Essence of balancing between internal digital transformation & external digital transformation

Learning Outcome

It will help you to gain a deeper and clear understanding on
A) What is Customer-Centric Culture?
B) Dimensions of Customer-Centric Culture & Service Excellence
C) Assessing your people on Customer Centric Dimensions
D) Designing Interventions Leading to Customer Centricity

By the end of the playshop, you will be geared to making yourself/your team/your department/your function to become Customer Centric

Target Audience

Business Heads, Operations Team, Architects, Digital leader, Customer Experience Professionals

Prerequisite

  • Be open & willing to "Learn by Doing", "Think with your hands" & Unravel deeper insights through following
    • Play Seriously
    • Be Prepared to Think Deeper & Wider
    • Nurture Transformation-Mindsets through Experiential learning
  • Basic understanding of Design Thinking is a good to have, but it not mandatory
  • Most Important: come with an open mind to have experience 3 dimensions of play -i.e. more fun, deep learning & transformation
schedule Submitted 3 weeks ago

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  • Archana Joshi
    By Archana Joshi  ~  2 weeks ago
    reply Reply

    Laxman,

    This session looks interesting. The focus seems to be more on customer centricity and understanding customers. Could you please elaborate the aspects that you plan to cover under "How Customer Centricity & Digital Transformation are correlated? "

    Regards,

     

    • Laxman
      By Laxman  ~  2 weeks ago
      reply Reply

      Archana,

      In the initial part of the session, we would look at identifying the outcomes of Digital Transformation and Customer-Centricity initiative/roadmap of the organization.

      Further, we would touch upon the need to for Digital Transformation & Customer Experience to go hand-in-hand and how they cannot sustain as a stand-alone initiative? This session would enable the attendee to learn how to manage both the transition roadmap with mutual synergies amongst them and help the business achieve the triple crown as in "Reduced Cost", "Increased Revenue" & "Enhanced Service"

      In the latter part of the session, we will learn on how to connect the dots to deliver customer centricity through digital transformation journey? We will further look at why Digital transformation is not just about new age technology introduction, rather how it should also marry into enhancing the business outcomes by enabling and empowering the customer experience, the employee experience & partner ecosystems together.

       

       

      • Prasad
        By Prasad  ~  1 week ago
        reply Reply

        Hi Laxman, 

        How are your planing about the time..  are you proposing a workshop?can you please update your proposal with tentative time slots.. there are too many good stuffs to cover?

        Cheers

        P

        • Laxman
          By Laxman  ~  1 week ago
          reply Reply

          Hi Prasad,

          Yes, this will be a hands-on workshop using Lego, for a time period of 90 mins. The workshop will be driven by Lego Enabled games & interventions, wherein the play based approach will be used to build the required mindsets and the way forward. 

          We'll spend the first 30 mins of on building  Customer Experience Mindsets.

          Next 20 mins will be spent on building Digital Transformation Mindsets. 

          The last part of 20-30 mins will be spent on Linking Digital Transformation & Customer Experience Mindsets. we will look at drivers and interventions required to balance internal facing digital transformation & external facing digital transformation of an organization.


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