The one where org design gets in the way - Silvana Buljan Executive Director Bond EMEA E165

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🎤🎞️How can org design affect customer centricity? “The one where org design gets in the way” with Silvana Buljan Executive Director Bond EMEA in CX Passport Episode 165🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

3:27 Taking customer centricity from buzzword to action

7:01 Org design can impede customer centricity

11:25 Talent management and customer centricity

15:35 Differences in Physical and Digital for customer centricity

22:09 1st Class Lounge

27:39 Customer centricity process design

30:59 Empowerment and customer centricity

31:48 Contact info and closing

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Episode resources:

LinkedIn: https://www.linkedin.com/in/silvana-buljan-889110/