Building Customer Centric Organizations With Purpose-driven Data Strategy
summary
Argues that aligning data strategy to business purpose drives measurable outcomes, citing Kyndryl (90k staff) and transformations that tie data work to customer retention and loyalty and higher sales. Recommends partnering CX and data teams, using customer journey mapping to expose touchpoint data needs and building a business-led decoupled architecture (client experience layer, data layer, tech layer) so front-end changes evolve without rearchitecting back-end systems.
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chapters (8)
- 0:00Introduction and speaker intro
- 1:48Rethinking assumptions with purpose
- 4:40Defining strategy and its purpose
- 8:12Aligning data and customer experience
- 12:13Customer experience as a guiding principle
- 14:22Data and CX leadership partnership
- 17:14Building purpose-driven organizations
- 19:19Key takeaways and call to action
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