The Essence of Customer-Focused Approaches: Aligning Novel Customer Satisfaction Strategies with a Lucrative Framework
Business evolvement demands that companies alter their approaches. How can ones encourage innovation to accommodate changing customer expectations?
- On: December 19, 2023
Jane Zhenni Cai
Service Design Lead in the Group Digital Office
How can service design be aligned with the company goals and objectives while maintaining a top priority on customer satisfaction?
- Understand company goals and values with our projects;
- Define KPI after product discovery – Determine KPIs that matter most to business goals. E.g., revenue, customer retention, market share;
- Promote a customer-centric culture;
- Training and Communications;
- Celebrate Success with key stakeholders.
How can one stay up-to-date with emerging trends and technological advancement in service design, especially in a constantly evolving business environment?
- Attend conferences and network with industry experts;
- Host problem definition workshop with key stakeholders;
- Read research reports from McKinsey, Deloitte and trending news.
How can a culture of innovation and customer centricity be fostered within the organisation while keeping service design as a key focus?
- Lead 5-day design sprint to help the product team perform product discovery, and connect with Design Thinking and Agile framework;
- Empower cross-functional teams to collaborate on projects. It will help to break silos and fosters a diverse range of perspectives, leading to more innovative and customer-centric practices;
- Train and coach designers and colleagues to do customer journey maps and service blueprints. By visualising how front stage and back stage facilitate serving customers, you bring clarity on what pain points to solve for customers. With data support, cross-functional teams can prioritise efforts accordingly.
“Bridging Business Goals with Customer Experience” is an insightful case study of our esteemed speaker – Jane Zhenni Cai, Associate Vice President, Service Design at Emirates NBD. We are honoured to have such expert on board at our 10th Annual CEM and Customer Loyalty MENA Summit, which will take place on 14 – 15 November 2023 in Dubai.
Join this highly interactive conference and seize the opportunity to network with the best cross-industry professionals!
Short Speaker BIO:
Jane Zhenni Cai is the Service Design Lead in the Group Digital Office of Emirates NBD. With over 8 years of diverse experience spanning start-ups to matrix enterprises, Jane is recognised as a strategic thinker. Her expertise lies in crafting customer-centred designs and delivering holistic experiences. She excels at bridging business outcomes with customer journeys, leveraging design thinking methodologies to drive impactful results. Jane is particularly skilled at facilitating well-designed co-creation workshops, enabling effective communication among diverse groups and fostering collaboration among prospective partners. Jane holds a Master’s degree in International Business from Smith Business School and also pursued Executive Education in Service Design at the Royal College of Arts. In her spare time, Jane finds joy in reading, travelling and kickboxing, embracing the enriching experiences they offer.
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