This PPT slide, part of the 103-slide Complete Guide to Customer-centric Design (CCD) PowerPoint presentation, titled "Shape – Overview" outlines a strategic approach for enhancing customer experience by adopting a customer-centric perspective. It emphasizes that the initial step for leaders in customer experience is to identify and improve the most critical customer journey. This sets the stage for the subsequent phase, referred to as "Shape," which is crucial for transforming the organization to better align with customer needs.
The slide indicates that "Shape" is the second fundamental step in this transformation process. It highlights the necessity of redesigning business operations from the viewpoint of the customer. The focus here is on the importance of reshaping interactions and processes to create a more effective customer experience. While the initial efforts may be modest, they are expected to evolve into a more comprehensive approach that includes digitizing various processes.
Two key building blocks are identified as essential for maximizing the potential of this transformation. The first is the application of behavioral psychology to customer interactions. This suggests that understanding customer behavior can significantly enhance how businesses engage with their clients. The second block is the digitization of customer journeys, which implies that leveraging technology is vital for streamlining and improving these experiences.
The overall message is clear: to foster a more customer-centric organization, businesses must rethink their processes and interactions. By focusing on these 2 building blocks, organizations can better meet customer expectations and drive meaningful improvements in their customer experience strategy. This slide serves as a foundational overview for executives considering a shift toward a more customer-focused operational model.
This slide is part of the Complete Guide to Customer-centric Design (CCD) PowerPoint presentation.
This presentation is created by ex-McKinsey, BCG, Deloitte, EY, & Capgemini consultants. It discusses emerging frameworks related to Customer-centric Design, e.g. Customer Journey, Human-centered Design, & Design-driven Culture.
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