Key Takeaways
In this webinar, we will discuss:
-
Defining the customer enterprise, including how to build a customer experience strategy.
-
Creating alignment through measurement and evaluating progress.
-
Building operational adaptiveness by focusing on outcomes.
-
Using a hybrid approach to strategic souring.
Detailed Overview
Navigating the turbulence of 2020 has been a challenge for even the most agile of organisations. Why have some businesses thrived in the face of a global pandemic, an economic downturn, and social unrest while others struggle to meet their customers' changing needs?
A truly transformed customer-centric organisation wins by delivering on the total customer experience. It's about marketing, sales, commerce, and service, no longer working separately but in unison to foster a culture of innovation, agility, and shared goals.
Building an adaptive organisation begins with focusing on three areas:
-
Customer enterprise
-
Metrics and KPIs, and
-
Operational innovation.
This is Part 3 of a three-part series. Register for Part 1 here. Register for Part 2 here.
