In the hyper-connected and evolving digital landscape, businesses are increasingly recognizing that a narrow focus on technology can lead to divergence from customer-centricity. We have all been on the end of both good and bad customer experiences in highly technology-centred organizations.
Breaking down silos of historic thought becomes central to new ways of working. The most effective teams build in reviews and retrospectives to ensure learnings are built upon and that new silos are not created. Often, routine thinking blocks the freedom required to drive design-based thinking, necessitating cultural interventions to promote independence in crafting organizational solutions. Recognizing customer-centric leaders requires senior management to be actively involved on the ground to identify those with a genuine customer-focused mindset within the organization.
You can accelerate cultural understanding and feedback by initiating discussions with your teams about the pivotal role feedback plays in constructing customer-centric propositions bolstered by technology. Often, teams can have a negative perception of feedback, but by creating positive examples of how feedback grows the team and enhances customer understanding, the impact can be exponential.