Driving a Customer Centric Culture from the Outside In

On September 7, 2021, Phase 5 Partner Andreas Noe and Phase 5 client Tanya Fowler (Head of Customer Experience at FCT) were featured speakers at the Canadian Research Insights Council (CRIC) webinar, "Enhanced Customer Experience Research". Their presentation,

Driving a Customer Centric Culture from the Outside In

is now available to download.

This Phase 5 / FCT case study illustrates how Customer Journey Mapping was used to break down silos and create a shared understanding of experiences for the customer. Furthermore, our experts explain how to do this in a scalable way thanks to a "train-the-trainer" approach so that teams can continue to collaborate across the organization.

Some key takeaways include:

• Useful tips and tools for engaging internal stakeholders across many functions and lines of business in order to work collaboratively to solve customer problems.
• Do's and don'ts for using technology and tools when in-person meetings are not possible.
• Methods for instilling confidence in internal stakeholders and trainers so that they will not only take the customer centricity baton, but run with it once the consultants conclude their engagement.