What can we learn from orchestras? What’s the downside to design thinking and agile? How can we better integrate all these various initiatives into something more coherent?
Our upcoming “See Differently” strategic creativity bootcamp is designed to inspire and engage teams to produce their own customer strategy using left-brain and right-brain thinking, so it’s good to know what the heck it is.
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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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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