Creating a Customer-centric Culture
We defined customer-centric management practices for an affiliate of a global Pharma company
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:
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
As a result of our work, the client: