Workshop
Customer-Centricity (CX) For Leaders
Keeping up with the rapidly changing behaviours, expectations and unmet needs of today’s digital-first customer is one of leadership’s biggest challenges and a driving force in digital transformation.
Workshop Overview
CX and Customer Centricity has historically been the focus of the chief marketing officer (CMO) and their team. The fact is that we’ve been defining the domain of customer centricity too narrowly, for too long. To truly be customer-centric we need to look deeper into how people are experiencing our products and services end-to-end and understand the role customer centricity plays in driving long-term business growth, durability and relevance.
What you will learn:
Examine how leaders can build on your businesses CX’s foundations to offer a more holistic approach to becoming customer centric and driving growth.
- Understand the evolving expectations and demands of today’s digital-first customer
- Identify why a customer-first mindset is critical to drive growth today.
- Why empathy & Human Centred Design thinking works
- Review practical ways to expand the CX remit making experience everyone’s responsibility
- Explore winning ways the world’s most customer-centric businesses lead in this space.
How this will help your team:
Many companies aim to be customer-focused but struggle to know what good CX actually looks like and how to truly make customers the centre of their businesses.
- Improve the operational effectiveness of your brand building and business efforts
- Develop the CX capability and mindset of your stakeholders and teams.
- Ideate on unmet customer needs as a way to add new value, drive growth and relevance
- Identity areas where you need to close the gap between your brand promise and the experiences you deliver
What People Say:
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Kick start your digital marketing success today, we’ll work with you to build a bespoke program that brings out the best in your team.
