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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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I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
LinkedIn: https://www.linkedin.com/in/silvana-buljan-889110/
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