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A Road Map For Building A CX-Centric Organization

A Road Map For Building A CX-Centric Organization

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Reorganizing yourselves to shift away from brand centricity
As differentiation on customer experience and data-driven operations will become a mainstay, organizations need to reorganize themselves around the customer, redefine their roles, and upskill and import talent to ensure commercial success.

While skill evolution of conventional roles has been long overdue, organizations are yet to gain clarity about the future of these roles. On the other hand, the introduction of customer-centric roles has rejigged the traditional organizational structures. However, a few key questions around their empowerment and decision rights still remain unanswered.

From this session, you will learn,

  • How should organizations approach bridging the talent and skill gaps to be future ready?
  • What will the customer-facing roles look like in the future?
  • How organizations can look outside toward technology and other industries for organizational structure innovation?
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