Tomorrow’s customers will likely expect even more as technologies develop at lightning speed and societal change brought on by COVID-19 influences consumer choice.
While many organisations are committed to embracing change for the customer, process silos, system silos and information silos may hold them back. The customer experience can only be perfect when people and processes are aligned with a customer-centric strategy.
So, where to start?
On May 23rd and May 24th 2022, Reale Mutua hosted Eurapco’s Customer Centricity Seminar tackling this exact question.
During this seminar, a slew of internal and external presenters shared some insights on how we could evolve our organisations into Customer-Centric driven companies, moving from a «silos approach» to cross-functional ones.
On the first day of the event, Jonathan Hawkins, CEO of Anthrolytics (SaaS provider of insights into the emotional state of every customer), shared with the participants some information on Customer Centricity and digital empathy.
More specifically, Jonathan showcased examples of why customer-experience transformation fails, challenges that arise with “voice-of-customer” programmes and provided some advice on potential future steps
Following Mr. Hawkins’s presentation, participants were split into different breakout sessions where they had a closer look at how to structure a Customer-Centric driven company. Further to the conclusion of these breakouts’ participants were joined once again to share the insights of these group discussions.
On the event’s second day, the Head of Customer Experience and Relationship Management of the host company Reale Mutua, Paolo Crivello, presented Reale Group’s principles, capabilities and enablers, enabling the company to transform into a Data-Centric organisation.
The seminar was attended by representatives of most of the Partner companies with group and subgroup members from the Customer Centricity Community joining in Turin.
We would like to thank all the attendees for their engaged participation and insights. Furthermore, would like to invite you to discover more information on the topics presented here, as well as in the video below.
