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.

 
 

Outline/Structure of the Workshop

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

Prerequisites for Attendees

  • 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 2 years ago

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