Tags » Customer-Centricity

Outsourcing? Don't trip up on customer experience...

We’re starting to see some real changes in the Shared Services industry. Whilst the earlier focus on delivery cost remains important, the all-in cost to the enterprise is more in focus.  1,430 more words

Customer Experience

Fixing IT - Taming the (Customer) Beast

In my previous post, I outlined the source of the dysfunctional nature of the relationship many IT departments have with their customers. This post will be about fixing that relationship. 1,066 more words

Management And Governance

Fixing IT - How to Make a Monster (Customer)

Software development in general and IT in particular seems to have a love-hate relationship with our customers – as in, we really love to hate on our customers. 539 more words

Management And Governance

Surfing the Plan

In a previous post, I used the Eisenhower quote “…plans are useless but planning is indispensable”. The Agile Manifesto expresses a preference for “Responding to change over following a plan”. 592 more words

Management And Governance

Happiness, Leadership and Customer-Centricity?

What is the connection between happiness, leadership and customer-centricity?

On Happiness

A lot has been written about happiness. Not much of it speaks to me. And there are some speakers whose speaking resonates with me. 409 more words

Customer Experience

Too many insurers focusing on process, not experience

There’s a bit of an issue with in the claims industry if this is the case, according to KPMG’s 2013 General Insurance Industry Survey, only 33% of insurers feel their distribution network generates a consistent positive customer experience across all channels. 1,319 more words

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