Customer centricity is a necessity for any organization that wants to stay ahead of the game in today’s highly competitive business landscape. It involves placing customers in the heart of everything you do. However, achieving customer centricity is easier said than done. In this report, I will share my experience of forming a new customer-focused agile team and the challenges and benefits that came with it. Trust and collaboration were key aspects in forming the team and personally, it was a very enlightening experience. Together, we learned that consistent collaboration, experimentation and effective use of tools, practices and data to understand customers are central to the forming of and continuing as a customer focused team, especially in a large organization. The report describes the effort and various steps that we adopted and hope to inspire others going through similar journeys.
Piet Heinkade 179
Amsterdam 1019 HC
Netherlands
Development stages of team
Experiments in team to agree on ways of working
Tools aiding understanding of customer insights
Personal experiences and development