What we do

Customer centricity assessment

Organisations of all types are touting “customer centricity” as their overarching strategic goal. But few organisations have truly achieved it. Why? Because it’s hard, and there’s more to it than most people think.

The first challenge is knowing where you are. That’s why we developed our new Customer centricity assessment. The assessment is based on a maturity model we have developed through our own academic research and years of practice. The tool can help you understand how customer centric your organisation is and how well-equipped you are to improve it by design. When you know where you are, you can make a plan for where you want to go. 

Customer centricity assessment

We assess you on six pillars

Customer vision and strategy

Customer vision and strategy

Customer-centric mindset

Customer-centric mindset

Design operating model

Design operating model

Design excellence

Design excellence

Insights and measurements

Insights and measurements

Implementation

Implementation

Why we say customer centricity ‘by design’

Why we say customer centricity ‘by design’

Being customer centric requires a fundamental shift in mindsets, measurements and daily practices across the organisation. Design is the key to making this happen. It helps to prioritise investments and align customer experience with business goals and operational efficiency. Our tool will help you assess your customer centricity maturity and identify the design capabilities that will enable you to transform your organisation.

Take the assessment
What you will get<br />at the end

What you will get
at the end

You’ll receive a report that assesses you against the six pillars. It will contain actionable recommendations on how to improve customer centricity in your organisation, based on where you are today.

Take the assessment
Webinar takeaways with JPMorgan & adidas

Webinar takeaways with JPMorgan & adidas

How did adidas and JPMorgan do it? They’re transforming their businesses into customer centric organisations using design. On November 12th 2020, Livework hosted the first in a series of webinars titled “Driving Customer Centricity by Design.” Peter Brook (adidas) & Thomas Foster (JPMorgan) shared their successes –and challenges in helping their respective organisation becoming customer centric.

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Services we provided

Customer centricity

Customer centricity

Drive change capability from the outside-in

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Service innovation

Service innovation

Unlock new opportunities

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