Why customer centricity maturity matters
Customer centricity is a source of competitive advantage. But many organisations struggle to embody and scale customer centricity across every organisational touchpoint. We transform your approach to customer centricity with data and design. We do this by breaking down silos and promoting cultural change that champions customer-centred learning.
Transform how your organisation thinks about customer centricity
Through our collaboration with technology provider Temporall, we defined a customer-centricity framework that measures your organisation’s customer centricity across key touch points.
We use a variety of sources of insight, from anonymised data produced by internal tools like Slack or Teams, paired with more in-depth surveys and interviews to understand exactly how the organisation is currently functioning.
This rich data is captured, and dialogue established by selecting and categorising the responses from particular teams. This helps us to identify the customer centricity champions across your organisation.
Once we’ve unpicked the insight, we use our expertise in qualitative research, experience strategy, design and technology education to create a plan that improves your businesses’ metrics. To complement this work, we run regular targeted pulses which pinpoint particular issues and gather deeper insight about the changes we’re helping you affect.
Organisational intelligence outcomes
Align customer centricity
Internal ways of working become streamlined meaning teams are better equipped to meet customer needs.
Deepen customer understanding
Get to know your customers and the teams that serve them inside-out and use their thinking to fuel everything you do.
Democratise customer insight
Make insight your bread and butter. Be known for using it to create esteemed digital experiences.
The value of organisational intelligence
Improved speed to market
Hone in on the most impactful ways to amp up your organisation's levels of customer centricity.
Increased speed to value investments
The power of organisational intelligence helps you solve the right problems in the right way quickly and effectively.
Enhanced employee experience
Employee fulfilment is far higher when focused on solving the right customer problems by delivering great work.