If there is one thing that a CEO could ask of the leaders, it would be this – “Start with the customer in mind!”
As people who are accountable for driving the long-term strategies and increasing shareholder value, CEOs today need their leadership teams to work towards driving ‘good customer outcomes’, which alone can drive business results. Any other approach seldom adds value in the long-run, if not erode it. For instance, if an Operations process improves internal efficiency of the department and may make the scorecard look good, but in doing so, increases the burden on the customer, then is it really a step in the right direction? Most CEOs will tell you it isn’t.
The expectation is same of CHRO as well. Whether it is talent strategy or a new learning program, the first parameter to judge it must be how it will help enable a better experience for the customer. At Aviva for instance, learning, driven through gamification, is being used to furthe...
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