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

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 &amp; 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 &amp; 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:
<ul>
<li>Why customer centricity is so important</li>
<li>The barriers to overcome</li>
<li>Some great examples of driving personalisation</li>
<li>How to drive customer centricity across multiple markets.</li>
</ul>
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 &amp; experience design space go to <a href="http://www.customersmarts.co">www.customersmarts.co</a>

If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.

A recent study shows that 95% of executives feel the same as you do.

Which is why we’ve created the Customer Smarts podcast. To help you discover smarter more efficient ways to deliver great customer experiences.

The core topics we cover are:

·  Operations - how to unite your organisational silos to deliver great CX

·  Customer intelligence – how to structure segmentation and data to drive your CX program

·  Engagement strategy and design – how to overcome impatient short term product centric thinking to deliver customer centric experiences

·  Tech – how to better utilise technology to achieve your customer goals

If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.
A recent study shows that 95% of executives feel the same as you do.
Which is why we’ve created the Customer Smarts podcast. To help you discover smarter more efficient ways to deliver great customer experiences.
The core topics we cover are:
·  Operations - how to unite your organisational silos to deliver great CX
·  Customer intelligence – how to structure segmentation and data to drive your CX program
·  Engagement strategy and design – how to overcome impatient short term product centric thinking to deliver customer centric experiences
·  Tech – how to better utilise technology to achieve your customer goals

Customer Smarts

Khachig provided some amazing insight on how he was able to drive customer centricity at scale at 2 of the world’s leading banks.

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