Building a Customer-centric Organization with Margie Chiu
Changing how people work and producing outputs that matter, quickly and collaboratively, requires enterprise agility. In this episode, Margie Chiu, SVP of Merkle’s Consulting and Strategy Group talks about where to start to build a customer-centric organization and the importance of executive sponsorship.
Inside Job: Making CX Work
This podcast hosted by Jose Cebrian discusses CX transformation with the people who make it happen. Jose will interview guests across dentsu, brands, and partners to give listeners tips and examples of how transformation becomes a reality, from tech, to CRM, experience, and everywhere in between.
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Episode Details
Host
Changing how people work, producing outputs that matter, quickly and collaboratively, requires enterprise agility. This requires the business to harmonize through a true customer lens, rather than center around the structures, systems, processes, and core capabilities required to deliver it. In this episode, Margie Chiu, SVP of Merkle’s Consulting and Strategy Group talks about where to start to build a customer-centric organization and the importance of executive sponsorship.
Other topics discussed:
• Most commons hurdles to overcome
• How to work through resistance to this change
• New skills to consider
• What success looks like and how to measure it
Resources:
• Merkle's 2021 Customer Experience Imperatives
