If you’re looking for where to take a first step toward customer obsession, start here. Use the discipline of customer experience to: 1) Identify and prioritize new projects that address customer journey gaps and challenges in how your customers get value; 2) showcase to your teams how what they do has a direct impact on customer value; 3) get needed input to help design your future business — any firm can be a digital business by embracing digital capability in what they do today. But without real customer experience-driven input, can your firm safely state its designing for its future?
This isn’t the only step to take to become customer-obsessed, but it is an important first step that you can take to demonstrate leadership. Adopting the discipline of customer experience in your team will help you take greater ownership of your company’s future, and its new competitive advantage.
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