Episode 2: Who owns customer centricity?

This week I explore business organizations as complex systems... and how customer centricity addresses the universal law that no one can escape. After geeking out on the theory of "what is an organization," we delve into the key roles: vision-holding, sensing and connecting. Who's responsible for customer centricity? 

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Episode 1: Laying the Foundation

Click here to watch our first episode of White Board Wednesdays. In this episode, I cover the foundational concepts and definitions in customer centricity, including brand, CX, customer strategy, capabilities and competencies. More importantly, I map out how they all work together as a single system. 

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