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Jonathan Smare - Leading culture change to increase customer centricity

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Jonathan Smare - Leading culture change to increase customer centricity

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Digital disruptors and the covid crisis have highlighted the importance of customer centricity. Business leaders clearly recognise their organisations need to be more customer centric and future proof them against ever-changing customer expectations, volatile economic conditions and aggressive digital disruptors.
Business leaders want to understand how to lead culture change to be more customer centric, how to implement new ways of working and how technology can enable their strategy.
Jonathan will talk about leading culture change to increase customer centricity, innovation and agility:

Working backwards from customers
Implications for operating models to empower small cross-functional teams.
How companies like Amazon, Cisco and others reinforce and change their culture.
Jonathan’s objective is to help leaders understand their critical role increasing the focus on customer centricity. Email Jonathan

About Jonathan
Jonathan Smare is a Partner, Strategy, Leadership & Innovation at DigitalWorksGroup. In his career spanning over 30 years at Hewlett Packard, Cisco Systems and Amazon Web Services Jonathan has led numerous large-scale transformations. A veteran executive and public speaker, Jonathan works with executives worldwide to share experiences and discuss strategies for their digital transformation journeys.

Digital disruptors and the covid crisis have highlighted the importance of customer centricity. Business leaders clearly recognise their organisations need to be more customer centric and future proof them against ever-changing customer expectations, volatile economic conditions and aggressive digital disruptors.
Business leaders want to understand how to lead culture change to be more customer centric, how to implement new ways of working and how technology can enable their strategy.
Jonathan will talk about leading culture change to increase customer centricity, innovation and agility:

Working backwards from customers
Implications for operating models to empower small cross-functional teams.
How companies like Amazon, Cisco and others reinforce and change their culture.
Jonathan’s objective is to help leaders understand their critical role increasing the focus on customer centricity. Email Jonathan

About Jonathan
Jonathan Smare is a Partner, Strategy, Leadership & Innovation at DigitalWorksGroup. In his career spanning over 30 years at Hewlett Packard, Cisco Systems and Amazon Web Services Jonathan has led numerous large-scale transformations. A veteran executive and public speaker, Jonathan works with executives worldwide to share experiences and discuss strategies for their digital transformation journeys.

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Jonathan Smare - Leading culture change to increase customer centricity

  1. 1. Leading culture change to increase customer centricity Jonathan Smare Consultant on transformation and culture DATE: Friday 4th November 2022 UX Brighton
  2. 2. My background • Business transformation • Culture Change • CFO & Strategy Roles • HP, Madge, Cisco, AWS, DWG • Passion for racing classic cars © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
  3. 3. Putting customers at the centre of everything The Customer Centric Organisation Amazon’s Journey Leading the Change
  4. 4. Amazon’s journey Mission : “we want to be earth’s most customer centric company”
  5. 5. In today’s era of volatility, there is no other way than to reinvent. The only sustainable advantage you can have over others is agility. That’s it. Nothing else is sustainable. Everything else you create somebody else will replicate. — Jeff Bezos
  6. 6. Putting customers at the centre of everything The Customer Centric Organisation Amazon’s Journey Leading the Change
  7. 7. The Customer centric organisation
  8. 8. What’s stopping organisations increasing customer centricity ? 20th-century organizations Focused on operational excellence, efficiency and cost in a functional structure Designed to scale with stability and predictability Low customer centricity, innovation or agility Lack capacity to change the business LOW FREQUENCY OF CHANGE
  9. 9. What can we learn from the new agile modern businesses ? HIGH FREQUENCY OF SMALL CHANGES New work cultures •Customer centric •Focus on Innovation •Organised for Constant change New operating models •Small cross-functional sprint teams •Internal startups/digital outbreaks •Partnerships and eco-systems
  10. 10. Disrupting customer experience Improve customer experience ZARA Connect customers with experiences
  11. 11. Use technology to increase agility Data-driven Decisions Insight Agile Enterprise Fast Execution
  12. 12. Epic Games – a data driven customer centric business • Real time analysis of gamer satisfaction • Constant feedback to designers • Iterative changes to game The most popular game played in the world 250+ million players
  13. 13. Putting customers at the centre of everything The Customer Centric Organisation Amazon’s Journey Leading the Change
  14. 14. Leading the Change
  15. 15. Evolving your operating model and culture Operational Excellence Top down Functionally siloed Centralized IT Predictability Stability Customer Centric Exec sponsorship Cross functional Business-embedded tech Data driven agility Fast iterative sprints
  16. 16. Your journey to a customer centric business •Vision and exec focus •Put customers at the centre of everything •Focus on what really differentiates you •Align investments to these priorities •Small empowered teams •Start small - think BIG

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