-5e7bb4f11bcc8.jpg)
Creating a Customer-centric Culture
We defined customer-centric management practices for an affiliate of a global Pharma company
We supported a global payments company to start co-creating change with customers
The challenge
Our client – a global payments company – wanted to refine the way it delivered large programmes of change to its key customers.
We helped our client to do this by:
- Carrying out customer journey mapping for key personas on the delivery of large change programmes
- Assimilating findings and validating these with our client’s customers
- Developing a set of short term initiatives to improve the roll-out of a significant group programme that was mid-way through execution
- Making a series of longer term recommendations around the design and delivery of large scale transformation
Our approach
We started by developing key personas for a certain segment of our client’s customers who receive large scale change
We then mapped the end to end customer journey for large transformation, using an in-flight programme as a test case
We analysed the various pain points and ‘moments of truth’ and developing a series of potential improvements to be included; firstly, within the current in-flight programme, and secondly, for future large-scale programmes
The outcome
As a result of our work, the client:
- Understood what it was like for clients to be on the receiving end of some of their change programmes
- Had a better appreciation of how this change was managed by its clients and how to make it better for them in future
- Had a series of workable recommendations – validated by real customers – to improve:
- All future large scale change programmes
- The roll-out of a particular transformation programme which was part-way through execution
-5e7bb517a6dbc.jpg)
-5e8ccbabc3e50.jpg)