Two kinds of work
Understanding customers is one kind of work. Organizations invest heavily in it through research, voice of customer, dashboards, feedback, and the teams that turn those inputs into insight.
Turning that understanding into coordinated action across the functions that shape the experience is a different kind of work. I call that capability Company-Focused CX™, and building it is a process, not a purchase.
How the work unfolds
RAGAR™ is the working logic behind how I approach the change: Reveal, Align, Govern, Activate, Reinforce. The work moves through these disciplines as the organization makes the problem visible, establishes what needs to hold across functions, puts new ways of working into practice, and learns what needs to change.
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What the work builds
The organizational capability to turn customer understanding into coordinated action, and to keep adapting how that happens as the organization changes. I call the outcome Customer-Centric Execution™.
Three things make it possible
is the organizational capability.
is the method I use to develop it.
is the outcome it supports.