Crafting Customer-Centric Transformation: Insights from Lennart Borst
Imagine what it would be like to truly align a business transformation with your customers' needs. In this episode of 'Thought Leadership Democratised,' we talk to Lennart Borst, an expert in helping large-scale businesses—spanning from telco to construction—deliver on the promises of their products. Lennart emphasizes the importance of motivation, conducive environments for change, and customer experience over product innovation alone. Key takeaways include understanding the true motivations behind change, involving the right stakeholders, and focusing on value-centered KPIs. Lennart shares practical steps, like listening to customer calls and involving a broad team in redesigning services. The journey showcases the importance of embedding customer value at the heart of organizational transformation.
00:00 Introduction to Thought Leadership Democratised
00:04 Meet Lennart Borst: Business Transformation Expert
00:14 The Importance of Business Transformation
00:47 Challenges in Business Change
00:55 Approach to Effective Business Change
01:28 Creating a Conducive Environment for Change
02:01 The Role of Executive Support
02:29 Starting with the Customer
03:08 Common Pitfalls in Business Transformation
04:53 Overcoming Pitfalls: Steps to Success
05:14 Defining Customer Value and Purpose
05:56 Taking the Organization on a Journey
07:37 Prototyping and Measuring Success
08:24 Key Takeaways for Business Transformation
09:22 Understanding True Motivation
09:48 Example: True vs. False Motivation
13:21 Designing the Customer Journey
13:59 Involving the Right Teams
17:54 Handling Resistance and Ensuring Buy-In
18:58 Conclusion and Final Thoughts
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