The September 7, 2021 presentation, "Driving a Customer Centric Culture from the Outside In" is now available for Phase 5 clients and subscribers to download. This case study presentation was delivered by Phase 5 Partner Andreas Noe and Phase 5 client Tanya Fowler (Head of Customer Experience at FCT) at the Canadian Research Insights Council (CRIC) webinar, "Enhanced Customer Experience Research".
Andreas and Tanya were part of a panel of customer experience research experts from a variety of prominent Canadian organizations in this session moderated by CRIC's CIO Arundati Dandapani. In addition to downloading the Phase 5 presentation, you can view the entire webinar here.
Review the FCT and Phase 5 deck specifically to learn how we used Customer Journey Mapping to break down the silos and create a shared understanding of experiences for the customer. Furthermore, get an explanation of 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 highlights of what you can expect to learn 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.