The six essential steps of customer experience management to design, deliver, and continuously improve differentiated customer experiences
Customer-centric Transformation
20 posts
Discover how life sciences organizations can create sustainable competitive advantage through customer-centric digital transformation that addresses real stakeholder needs across the healthcare ecosystem.
Discover how customer centricity transforms grocery retail through personalization, omnichannel excellence, and empowered teams – driving loyalty and sustainable growth.
Discover how leadership commitment and organizational culture form the foundation of successful customer centricity, and learn specific approaches to transform cultural barriers into strategic advantages.
Discover how automotive companies can adopt customer centricity to build loyalty and drive growth with WATC’s proven frameworks.
Discover how customer centricity reshapes telecom success through the CCI framework, data-driven strategies, and agile transformation for unmatched loyalty.
Learn how to build a strategic customer insights capability that goes beyond data collection to create actionable understanding that drives business decisions and creates competitive advantage.
Discover how customer centricity transforms retail banking, driving loyalty and growth through strategic alignment, agility, and continuous innovation.
Discover how customer centricity transforms industrial manufacturing through data-driven decisions, inclusive collaboration, and mutual value creation.
Discover how insurers can adopt customer centricity strategies to enhance loyalty, efficiency, and innovation using proven frameworks and data-driven insights.
Learn how strategic customer journey mapping goes beyond visualization to become a powerful tool for organizational transformation, breaking down silos and creating truly customer-centric experiences.
Learn how to transform customer feedback into meaningful action with a closed-loop system that moves beyond collecting insights to implementing changes that drive loyalty and growth.
What is customer centricity? What does being customer-centric really mean? How to transform an organisation towards customer centricity effectively and sustainably? How to allocate scarce financial and human resources to the right customers and customer groups? These are just a few of the questions our clients regularly ask us. One […]
Jan Nyholm, founding partner at WATC Consulting AG, recently published a book on leadership that is definitely worth reading: 'Leadership, Assholes, Blockchain and YOU'
Organisations striving for customer centricity face two main challenges: to become customer-centric and to stay customer-centric. Our 7 steps towards a customer-centric organisation cover both the becoming – i.e. the initial transformation – and the staying – i.e. continuous optimisation. In our experience from more than twenty years of working […]
Wo man auch hinhört. wird über Kundenerfahrungen (Customer Experiences) und Kundenerfahrungs-Management (Customer Experience Management) gesprochen. Dennoch stellen wir immer wieder fest, dass wenige Leute eine ausreichend konkrete Vorstellung davon haben, was es braucht, um differenzierende Kundenerfahrungen erfolgreich zu definieren und im Alltag sicherzustellen. In diesem Artikel versuchen wir, die 6 […]
Organisationen, die sich Kundenorientierung zum Ziel gesetzt haben, stehen vor zwei Herausforderungen. Erstens kundenorientiert zu werden und es zweitens auch zu bleiben. In unseren sieben Schritten zur kundenorientierten Organisation befassen wir uns in diesem Artikel sowohl mit dem Werden – bzw. der initialen Transformation – als auch mit dem Bleiben […]
Erfüllt Ihr Unternehmen die vier Grundvoraussetzungen von Kundenorientierung (oder neudeutsch: Customer Centricity)? Wir werden oft gefragt, was es bedeutet, wahrhaft kundenorientiert zu sein. Viele im Internet zu findende, landläufige Definitionen helfen dem Praktiker nicht weiter. Unsere Erfahrung aus der Zusammenarbeit mit Klienten und aus der eigenen Forschung sagt uns, dass […]
Everybody and their dogs seem to be talking about customer experiences and customer experience management nowadays. However, too few people seem to have a good concept of what it really takes to do it successfully. This is why this article summarises the 6 steps of successful customer experience management from […]
Is your company living and breathing customer centricity? Experience and research show that there are four key prerequisites for customer centricity in commercial and non-commercial organisations.
