Leading culture change to increase customer centricity
Jonathan Smare at UX Brighton 2022
About this talk
Slides for Leading culture change to increase customer centricity
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.
Related reading
Books, research, ideas and people referenced in this talk.
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Projects and resources
- Amazon Web Services02:12The talk describes joining Amazon Web Services to help traditional enterprises understand how technology could enable business strategy.
- Uber02:46The talk uses Uber as an example of a digital-native business that connects empty cars with riders.
- Airbnb02:46The talk uses Airbnb as an example of a digital-native business that connects travellers with empty rooms.
- Netflix02:46The talk lists Netflix among the digital-native businesses that developed and scaled with Amazon.
- Amazon Just Walk Out09:29The talk describes Amazon Go's Just Walk Out technology as part of an effort to make the store experience more frictionless.
- Capital One15:03The talk names Capital One as a traditional organisation trying to reinvent banking.
- Zara15:16The talk uses Zara as an example of a retailer that iterates product lines frequently using customer feedback.
- Fortnite17:32The talk uses Epic Games' Fortnite as an example of a game whose designers continually feed back gamer experience and iterate the game.
Concepts
- Amazon's Leadership Principles07:31The talk identifies Customer Obsession as Amazon's primary leadership principle and says its culture includes other leadership principles.
