Photo by Trung Vo Chi, 2016 CGAP Photo Contest
How do you shift your organization toward customer centricity?
Becoming customer centric requires more than new products—it takes organizational change. Leadership commitment, cross-team collaboration, and a shared vision are essential to embed customer focus into strategy and daily operations.
Key Resources
- The Organizational Shift: Guidance on aligning leadership, culture, and strategy around customers.
- Change Management Toolkit: Practical steps to manage organizational change.
How do you empower employees and agents?
Employees and agents are the frontline of customer experience. Empowering them with tools, training, and support ensures they can deliver services that meet customer needs while strengthening organizational performance.
Key Resources
- Employee and Agent Empowerment Toolkit: Resources to support frontline staff and agents.
- Employee and Agent Empowerment Ideabook: Ideas and examples to inspire empowerment strategies.
How do you build systems to sustain customer focus?
Long-term customer centricity depends on more than people—it requires structures and processes to consistently capture, analyze, and apply customer insights. Building these "insights engines" ensures organizations can adapt and respond as customer needs evolve.
Key Resources
- Insights Engine Blueprint: Framework for embedding customer insights into decision-making.