Leadership

Customer centric vision: keep it simple

Customer centric vision: keep it simple Vision. It guides strategy formulation and sets the tone for what’s expected in all departments. I encourage you to read the utility industry-focused Customer Experience Management: CX Vision Statement. It covers all the bases – the why, what and how – of defining, communicating and incorporating the customer experience vision into…

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Leading successful customer-centric transformations

Leading successful customer-centric transformations “You need C-suite leadership for your major initiatives.” Hearing this constant refrain, experienced business leaders must feel “it’s like déjà vu, all over again” as Yogi Berra famously quipped. However, that doesn’t make it any less true, especially in customer-centric transformations. A company’s journey toward increased customer-centricity demands a level of…

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