Becoming customer centric is smart, but it’s hard to do…

It’s smart because it’s more efficient for the business and better for customers. Win + Win.

The problem is, it’s a massive shift for large organisations, many have been structured around key product areas and work in siloed ways. So, trying to transition to a customer centric culture and operating model is an enormous task.

My guest in the next episode of the Customer Smarts Podcast Khachig Kabakjian has climbed that very mountain and successfully driven customer centricity inside massive organisations like CommBank and Standard Chartered Bank in Asia & Africa. He was heavily involved in CommBank’s successful customer decisioning program. And, most recently worked with Standard Chartered Bank in Singapore to drive customer centric change at scale, across multiple markets including Singapore, Hong Kong, India, Malaysia & UAE. He has now moved tech side working for Pegasystems in an advisory role to help organisations drive customer centricity at scale.

In this episode we discuss:

• Why customer centricity is so important
• The barriers to overcome
• Some great examples of driving personalisation
• How to drive customer centricity across multiple markets.

Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.

You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

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