Customer Processes Are Easy to Think about, But Harder to Implement | Ali Ghumman

CX Conversations

Feb 09, 2023•18 min

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Episode description

In this episode we talk about building customer focused organizational processes with Ali Ghumman who is the Global VP of Customer Engagement and Innovation at SAP, a company that engineers solutions to fuel innovation, foster equality, and spread opportunity across borders and cultures. Companies have baggage of history, of technology, of positions, of growth, which can ultimately hold companies back when they’ve been around for a long time and are stuck in the old way of doing things. It can be hard to get shareholders and organization executives to want to adjust or shift how things are done to keep up with modern trends.

What it means to build customer focused organizational processes 4:45
Why organizations don’t get the customer in mind, or don’t innovate right away 7:07
Key factors to achieve alignment with your organization 8:40
Advice for achieving some of these goals 13:06

“Think about in retail organization that exists in today’s world. It’s trying to understand what the impact would be of running a marketing promotion on the traffic that they’ll get in their stores as well as on their site and what that means for the amount of product that they should have so that the customers don’t go empty handed when they’re there.” 6:16

www.linkedin.com/in/alighumman/

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