customer centricity : where customers shape our Tomorrow

customer centricity

2. AGENDA
Definition of customer
centricity
Importance of customer
centricity in banking
comparing with
customer service &
customer experience
mapping customer journey
Wrap Up
Challenges & opportunities

3. Our Goal
01.Define definition & importance of
customer centricity.
02.List the difference between customer
service, customer experience
& customer centricity.
03.Create a positive customer experience
throughout mapping the journey
of the customer
.

8. Lets discuss

9. 30 minutes

10. Customer Journey Mapping

11. Lets practice

13. 30 minutes