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 importance of understanding customer journeys rather than merely focusing on individual touchpoints. It argues that customers perceive companies through comprehensive experiences, which encompass multiple interactions rather than isolated events. The text highlights that while specific touchpoints, such as sales onboarding or support, may receive high satisfaction ratings, these scores can be misleading if the overall journey is subpar.
The slide presents a framework where the customer journey aligns employees around customer needs, facilitating a more cohesive and effective service delivery. It suggests that organizations should prioritize a holistic view of customer experiences to ensure consistent value creation. The visual elements illustrate various stages of a customer journey, such as changing accounts or resolving problems, and indicate that individual touchpoints can still perform well despite an overall negative experience.
Key metrics are provided, showing that measuring the entire customer journey can significantly enhance customer satisfaction and willingness to recommend the service. The figures indicate potential increases in satisfaction by 56-117% and recommendation likelihood by 58-104%. This data underscores the critical insight that customer journeys are more strongly linked to business outcomes than isolated touchpoints.
For executives considering this document, the takeaway is clear: a shift in focus from touchpoints to comprehensive journeys can lead to better customer experiences and improved business performance. This strategic approach can help organizations better align their resources and efforts to meet customer expectations effectively.
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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