In the Digital Age, the number of ways to reach and service our customers is proliferating. Likewise, customers' expectations are increasing and customers become more demanding. They now expect seamless, 24/7, omnichannel Customer Experiences. To best serve our customers, we need to understand them.
Thus, Customer-centric Design (CCD) is becoming increasingly critical to the success of any organization. CCD is the process of building our offering based on the wants, needs, and challenges of our customers.
This presentation covers foundational principles and popular frameworks in Customer-centric Design. It is broken down into 5 core sections:
1. Customer Experience (CX) Design – At the heart of CCD, is a well designed Customer Experience. In this section, we deconstruct a 3-phase approach to CX Design.
2. Customer Journey Frameworks – To design a proper CX, we need to map out all customer touchpoints on the Customer Journey. In this section, we cover several notable frameworks developed by management consultancies.
3. Human-centered Design (HCD) – Using principles of HCD, we put the customer at the center of every decision of our organization. This section teaches the 5 principles of HCD Transformation.
4. Service Design and Delivery – In this section, we discuss Service Design and how to achieve Customer Delight. Service Design is the bridge between Strategy and Customer Experience.
5. Design-driven Culture – Lastly, to truly effect change and adopt the principles of CCD, we need to affect our organization's culture. This final section explains the elements to master in order to adopt a Design-driven Culture.
By understanding and putting the concepts within this guide into practice, you will be well on your way to developing a true Customer-centric Organization.
This deck also includes slide templates for you to use in your own business presentations.
This guide also delves into the latest trends in customer behavior and how to leverage them for competitive advantage. It includes practical insights on digitizing customer journeys and applying behavioral psychology to enhance customer interactions.
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Source: Best Practices in Customer Experience, User Experience, Customer Strategy PowerPoint Slides: Complete Guide to Customer-centric Design (CCD) PowerPoint (PPT) Presentation Slide Deck, LearnPPT Consulting
This PPT slide emphasizes the critical role of the customer in the organizational framework of Human-Centered Design (HCD). It asserts that all functions within the organization must be realigned to prioritize the customer experience. This is not just a superficial change; it involves a comprehensive reshaping of the capabilities system across various departments. The highlighted areas include Strategy, Product Development, Operations, Marketing, Sales, and Customer Service, indicating that each function plays a vital role in enhancing customer engagement.
The visual structure supports this message by placing a figure representing the customer at the center, surrounded by these key organizational functions. Arrows connecting the customer to each department suggest a two-way interaction, reinforcing the idea that understanding and responding to customer needs is essential for success. This approach promotes a holistic view of the customer journey, where insights from one area can inform and improve practices in another.
The slide also hints at the integration of Digital Transformation technologies, which are positioned as tools to deepen empathy with the customer. This suggests that leveraging technology is not just about efficiency, but also about creating more meaningful connections with customers.
For decision-makers considering this document, the slide serves as a compelling reminder of the importance of customer-centricity in driving organizational effectiveness. It encourages a shift in mindset where every department acknowledges its impact on the customer experience, ultimately leading to better alignment and improved outcomes.
Customer Experience ISO 9001 Digital Transformation Customer Decision Journey Human Resources Diversity Onboarding Quality Management & Assurance Kaizen Performance Management Goal Setting Employee Management Workshops Creativity Lean Game Benchmarking Objectives and Key Results Psychology Problem Solving Business Transformation Innovation Management Ideation
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