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Driving a Customer Centric Culture: Presentation Now Available

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:

  1. Useful tips and tools for engaging internal stakeholders across many functions and lines of business in order to work collaboratively to solve customer problems.
  2. Do's and don'ts for using technology and tools when in-person meetings are not possible.
  3. 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.

Download and view the webinar presentations today!

Written by Stephan Sigaud

Stephan Sigaud, MBA, is Phase 5’s Chief Marketing Officer. Stephan is passionate about partnering with clients to address their challenges and opportunities around customer centricity. He has more than 25 years’ experience in Market Research and Customer Loyalty and Experience. A past Board Director of the Insights Association, he has also been volunteering with the Customer Experience Professionals Association (as past Chair of the CXPA Toronto Network) and the Canadian Marketing Association (as member of the Leaders Network and past co-Chair of the CMA CX Council).