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Submission: On July 24 via manual from GB — Scanned from GB
Effective URL: https://www.liveworkstudio.com/offers/customer-centricity/
Submission: On July 24 via manual from GB — Scanned from GB
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* Who we are
* About us
* Team
* Careers
* Our events
* What we do
* Our services
* Customer centricity
* Digital acceleration
* Service innovation
* Sustainable futures
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* Service Design
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What we do
CUSTOMER CENTRICITY
Everyone is telling you that you need to become customer centric. Your
organisation has initiated several projects to create better products, improve
service, and satisfy your customers’ digital needs, but the business is not
really changing. You feel that there is a better way of doing things.
Perhaps you have heard about design and wonder if it is a more creative,
collaborative and customer centric way of doing things. But how do you bring
something like design into your organisation and drive change from the
outside-in?
CHALLENGES WE ADDRESS
Prioritise and govern CX improvement and change
Develop a customer experience center of excellence
Design & implement one way of improving customer journeys
Assess customer centric capability maturity
Align the organisation around one vision for customer centricity
Effectively engage customer-facing staff in transformation
COLLABORATING AROUND THE CUSTOMER
“You can’t do service design on your own. You don’t just buy it off the shelf
and apply it. It’s a collaborative approach that requires a lot of engagement,
participation and effort from many stakeholders throughout the organisation.”
Marzia Arico, Head of Livework Insight
With a PhD in Organisation and Management studies, Marzia can help you get a
clear view of your customer-centric capabilities and create a roadmap for change
that will stick.
Want to see how your business can focus more on the customer?
Get in touch with Marzia
WE'VE DONE THIS BEFORE
We helped Zilveren Kruis redesign the different journeys people take when
choosing insurance and prioritise which areas to invest in and develop.
> Livework helped us translate our brand into guiding principles that formed the
> basis for strategic CX optimisation throughout the customer lifecycle,
> focusing on those journeys that really matter to our customers.
* CX manager
* Zilveren Kruis insurance
Nordea, an established banking firm, needed to adapt their service in response
to a changing market, reaching out to an emerging younger demographic with
different needs.
> The customer-centric approach is directly delivering business results,
> increasing both customer and employee satisfaction. Service Design works!
* Taina Maikjarvi
* Project Manager, Nordea Private Banking
We helped British Gas connect customer experience to business goals and
operational activity, developing a business-wide customer journey toolkit which
enables the customer journey and business architecture teams to work together to
manage business changes whilst maintaining high customer satisfaction.
> Livework enabled us to connect our customer experience goals and operational
> realities.
* Head of Customer Journeys & Business architecture,
* British Gas
We helped Zilveren Kruis redesign the different journeys people take when
choosing insurance and prioritise which areas to invest in and develop.
> Livework helped us translate our brand into guiding principles that formed the
> basis for strategic CX optimisation throughout the customer lifecycle,
> focusing on those journeys that really matter to our customers.
* CX manager
* Zilveren Kruis insurance
Nordea, an established banking firm, needed to adapt their service in response
to a changing market, reaching out to an emerging younger demographic with
different needs.
> The customer-centric approach is directly delivering business results,
> increasing both customer and employee satisfaction. Service Design works!
* Taina Maikjarvi
* Project Manager, Nordea Private Banking
We helped British Gas connect customer experience to business goals and
operational activity, developing a business-wide customer journey toolkit which
enables the customer journey and business architecture teams to work together to
manage business changes whilst maintaining high customer satisfaction.
> Livework enabled us to connect our customer experience goals and operational
> realities.
* Head of Customer Journeys & Business architecture,
* British Gas
We helped Zilveren Kruis redesign the different journeys people take when
choosing insurance and prioritise which areas to invest in and develop.
> Livework helped us translate our brand into guiding principles that formed the
> basis for strategic CX optimisation throughout the customer lifecycle,
> focusing on those journeys that really matter to our customers.
* CX manager
* Zilveren Kruis insurance
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WANT TO LEARN MORE? GET IN TOUCH
Marzia Aricò Director
* marzia@liveworkstudio.com
OTHER SERVICES WE PROVIDE:
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