What happens when organisations become so focused on contracts and deliverables that they lose sight of the customer?

In this bonus episode of Lessons Not Yet Learnt, host Kiran Kachela reflects on a recurring mistake she sees across organisations: prioritising commercials and governance over the people the service is meant to serve. Drawing on real experiences from client and supplier relationships, she highlights how easily customer needs can disappear from the conversation altogether.

This episode unpacks what customer centricity really means, not as a slogan, but as a way of working. Kiran outlines the three critical areas organisations must focus on to build a truly customer-centred operating model that drives sustainable success.

In this episode, we cover:
• Why contracts and commercials often distract organisations from their customers
• What customer-centric leadership looks like in practice
• The role of frontline teams in shaping customer experience
• Why customer metrics should be leading indicators for financial performance

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