Practical Strategies to apply Customer Centricity in organisations

Session overview:

This session will provide with practical tools and templates to 

• Understanding customers
• Developing insights that shape decisions making and product/service offering
• Turning insights into innovative products and services
• Empower staff to both identify and respond to these opportunities

Objectives:

• Identify a few practical connections and applications of elements at play: Business Stakeholders, Ecosystems, HCDDesign, Behaviour, elements of design like journeys, agile, implementation…….
• Develop a broad capability in customer centric thinking
• Sustain a culture focused on service design and HCD Thinking
• Integration of elements at play, DT, HCD, Agile, etc

Value:

• Transition to design led, customer centered products and services

• Increased engagement with high value

Methodology for a practical hands on 90 minutes session:

• what are some of the best practices.
• We will design a practical high level strategy for rapidly developing customer centric practice.
• We will create and test a series of learning exercises that can be easily applied to any industry, particularly focused on increasing stickiness of CX knowledge and transfer across domains.
• We will explore a systemic integration of CX with a broad leadership framework.