How to actually put the customer at the heart of your business

What does Customer Experience mean to you? In a corporate world grappling to come to terms with jargon and concepts from the alien field of design, the term CX has come to cover everything from focus groups to website design.

The reality is most organisations are currently investing in some form of customer centricity initiative, and the level of investment has been constantly increasing over the past five years. However, very few leaders are willing to rate their organisation as having achieved a sufficient level of customer centricity.

In order to turn the tide of increasing wasted investment and executive burnout, we explore some practical structural and operational changes that can be made in most organisations to drastically improve the effectiveness of their CX investments and truly put the customer at the heart of their business.

• Presented at a series of industry roundtable events around Southeast Asia in with AWS

• As well as a speaker topic, it’s also since been adapted as a hands-on workshop format that’s been delivered at several corporate off-sites

• Article, infographic and video of this presentation from a series of roundtable events delivered in collaboration with AWS