Cost-saving activities leave no room for differentiation; functional divisions have disparate objectives.
Embed consistent customer-based outcomes in all scorecards. Win-over sceptical stakeholders with proof of concept. Establish cross-functional, accountable forums.
Increased customer scores; reduced failure demand. Less duplication of effort. Better and more consistent cross-channel experiences.
They said: “Jerry can mobilise people and lead improvements across a large corporate company by selling the vision, engaging the right people and working with all levels to deliver results”