In this webinar, we will focus on:
- 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
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 the changing needs of their customers?
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.