The IE Center for C-Centricity holds its first Steering Team Meeting on October 29th, 2018.
On October 29th, we had our first Steering Team Meeting, where the sponsors had the opportunity to meet each other and connect. Agenda topics included a review of our first learnings and thoughts on the topic of C-Centricity plus a review of the 2018-2019 plan for the center. Our key objective was to get feedback from the partner companies for our research and activities.
During the session the first learnings on the topic of customer centriticity that the Center for C-Centricity team captured were shared. It was discussed how C-Centricity is a multi-layered, cross company topic that has to be born and / or deeply embraced at the c-suite. We also looked at how customer centricity, or C-Centricity (as we have aligned to call it) is a company strategy which should not be confused with customer experience. Culture, organizational design and process & KPI’s are key enablers and areas to focus on to advance on the journey to being truly consumer centric. IN essence, these are the areas that we will be looking at through the Center’s research.