The global pandemic accelerated change across nearly every aspect of our personal and professional lives.
The question for all of us is how best to act when there’s still so much uncertainty.
The key thing we’ve learned, alongside our customers, is that COVID-19 is an accelerant — an accelerant for change that had already begun. It supercharged a pivot to customer-centricity, to rethinking how you serve your employees and customers, the importance of employee experience, and how to reinvent yourself for the all-digital, work-from-anywhere world.
Yet conventional attitudes, silos, and legacy systems often stand between leaders and customer-centricity. And while technology can help, it alone is not the answer. Simply applying new technology to old ways of doing things won’t magically change the way your teams deliver a great customer experience at scale.
I’ve noticed transformation happens when leaders stop focusing internally on technology, products, departments, or systems — and recenter around their customers.
It’s easy to say, harder to do. We hope this playbook helps you confidently lead change. Our work with thousands of C-suite leaders from organizations of all sizes and industries has uncovered patterns of what it takes for successful companies to get it right as they evolve to be more customer-centric.
Whether you’re a CEO in financial services, a CIO in B2B tech, or another leader ready to make meaningful change, I hope this playbook helps you bring the customer closer to the center of your business.