How do you turn a customer centric vision into reality? This is exactly what Priscila Willams is tasked to do within large banks and in this episode she shares her most valuable learnings.

How important is support from top level management? Do you need to make a business case upfront? Who are the people you should have conversations with in order to operationalize your ideas? These are just some of the challenges that Priscila has had to deal with.

Every organisation is different and requires it's own approach to customer centricity but this episode will definitly help you to plot that roadmap. So roll up your sleeves and get ready to put things in motion :)

Do you know someone who might be interested the things we've discussed during this episode? Make sure to share the episode with them!

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EPISODE GUIDE

03:55 - The first encounter with Service Design.

05:35 - How can we develop a change management strategy to make organisations more customer centric?

13:50 - Why is it important to choose and prioritise your projects?

23:10 - How can we make a journey centric strategy?

31:40 - Big Question: how do you shift the mindset?

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LINKS FROM THE EPISODE

* Priscila on LinkedIn ➜ https://go.servicedesignshow.com/_khmr

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