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2021 Customer Experiences Imperatives Webinar: Building the Adaptive Organisation

Original Presentation Date

Jul 07, 2021

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.