Episode 4

Building a Customer-centric Organization

00:00:00
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00:37:13

February 23rd, 2021

37 mins 13 secs

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About this Episode

Changing how people work, producing outputs that matter, quickly and collaboratively, requires enterprise agility. This requires the business to harmonize through a true customer lens, rather than center around the structures, systems, processes, and core capabilities required to deliver it. In this episode, Margie Chiu, SVP of Merkle’s Consulting and Strategy Group talks about where to start to build a customer-centric organization and the importance of executive sponsorship.

Other topics discussed:
• Most commons hurdles to overcome
• How to work through resistance to this change
• New skills to consider
• What success looks like and how to measure it

Resources:
Merkle's 2021 Customer Experience Imperatives