White Paper

How to adapt operations to the world of customer centricity

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The term customer experiences brings to mind interactions between an organization and its customers. Less recognized is the critical role of the middle and back office operations teams in enabling those experiences. While investments consistently flow toward the front office to try and exceed customer expectations, operations leaders are asked to do more with less, find new ways to cut costs, and meet constantly changing service expectations. 

Many Fortune 1000 leaders are beginning to recognize the need to bring a customer-centric mindset into operations. It can be challenging to get started, however, as middle and back office teams typically have fewer opportunities for direct customer interaction.

This whitepaper discusses how operations teams can make a significant impact on customer experience through adopting elements of a Service Design approach. 

White Paper

How to adapt operations to the world of customer centricity

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