How customer-centric is your organisation?

Hey y’all, it’s Liz LeBlanc this week!?

Welcome back to Services for the Future, Livework Studio’s newsletter. This week I’m here with a gift for you. Really? Really.?

You may have seen our latest report on customer-centric transformation. (If you haven’t then take a look here.) I particularly love the way it describes different journeys within a larger transformation story. But that might have left you wondering:

Where is my team/organisation now? How do I compare??

I am so excited to announce that our Customer Centricity Assessment is live today! We’ve created a tool to help you understand where you are and learn from other CX practitioners that were in the same place.

Read all about what this assessment can do for you in this article and give it a try by clicking on the image below!

Where are you on the journey towards customer centricity?

Organisations of all types are promoting “customer centricity” as their strategic objective. But few organisations have truly achieved this goal. Why? Because it’s hard! To be customer centric requires a fundamental shift in mindsets, measurements and daily practices across the organisation. The first challenge is knowing where you are.?

That’s why we developed this assessment. It will help you understand how customer-centric your organisation really is.

After answering some questions, it will give you a personalised report including a maturity score across six essential building blocks. When you know how you score, you can make a plan for where you want to go.?

How do you take the assessment?

It is simple. The assessment starts with a short list of questions about your organisation. We will ask questions relating to the six building blocks of Livework's Customer Centricity model.?

Since 2017 we have developed, tested, and iterated this model to distill the essential building blocks required to move organisations towards customer centricity. Putting the customer at the core of your organisation requires new capabilities and shifts in mindset. It demands a fundamental rethinking of organisational structure, planning processes, ways of working, and incentive systems. The model assembles these components into building blocks that together have proven to successfully drive customer centricity.

At the core of the framework is design, as we see it as a critical factor often missing in other maturity models. But design is not the full solution. It relies on collaboration with and integration within other domains. Just as you can’t construct a building with one brick, you can’t build a customer-centric organisation with one block. Success lies in the coordinated activation and interconnection of all the building blocks.

We are not big believers in one static ‘maturity level’. Instead, we use multi dimensional positioning that relates to the six building blocks. Your positioning will change as your organisation progresses in its customer centricity journey.

A refined assessment based on our latest experience?

Those of you who follow Livework may realise - this is version 2.0 of our assessment. We’ve spent the last few months updating the assessment with our latest experience and understanding from our work with clients and research. This revamp includes:

• Insights from the 300+ CX practitioners we spoke to last year.
• Our latest thinking on Customer Centricity Transformations based on new academic research and applying it for years in practice in various organisations.
• New client cases of organisations that are in various stages of a transformation.
• The feedback and learnings of 1000+ entries of assessment 1.0.!

Use it as a one-time benchmark or maturity tracker over time

There is not one single way to use this assessment. Some of our clients use it to understand where they are at the start of a transformation programme or project, others are interested to assess regularly and track progress and impact over time.

People that are at different levels in their organisation, from operations to strategic levels, have used this assessment to their advantage. Whether it is increased understanding about the maturity of their team, department or entire organisation.

To maximise value, we suggest you ask a few colleagues to fill in the assessment as well and compare notes. Seeing how your answers differ – and where you agree – have sparked valuable conversations with other CX professionals.

Ready to see how you score???

We hope you are intrigued and ready to take the assessment. If you’d like to discuss your results you are welcome to book a chat with me or one of my colleagues. You can sign up for this after receiving your assessment report. We would love to hear your thoughts and feedback in the comments below!

Next week...

Using design to explore futures and shape strategy

How can design help to understand and define what the world of tomorrow will look like? Our ecological crisis is confronting us with the need to radically transform the way we do business. Yet, in an age of constant change, it is hard to understand where the future might be headed. And even harder to define what you can do as a business to prepare for the future.?

Today, Tuesday March 7th (11AM GMT/ 12PM CET) Livework will host a webinar on this topic (this is your last chance to register). We’ve asked renowned speculative designer J. Paul Neeley to show us how to use speculative design to create tomorrow’s world today. Hanne ?sterberg from Philips will join us to show us how her team tests and accelerates the development of potential future solutions.

Can't make today's webinar? Make sure to subscribe to our Linkedin Newsletter: Services for the future. Next week we will share our takeaways from the webinar and the webinar recording with you.

Thank you for reading. I hope this ‘gift’ came at a useful time for you.

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Wondering if we might be the right partner to take CX in your organisation to the next level? Feel free to drop me a note at [email protected].

See you next week!

About Livework

Good services don’t happen by accident. They need to be designed. That’s what we do.

Livework?was the first service design consultancy. Over the last 21 years, we have used design to solve business challenges on more than?1500?projects and programmes.

We’ve been around the block when it comes to navigating and delivering change. In addition to improving and innovating in customer experience, we help organisations transition to becoming the customer-centric and sustainable organisations they aspire to be. Find out more on?www.liveworkstudio.com?or drop us a line at [email protected].