Guest: Khachig Kabakjian ex CommBank and Standard Chartered Bank in Asia & Africa
Episode # 22
Most organisations want to become more customer centric as it’s more efficient for the business and better for customers win + win. But it’s not as easy as flicking a switch. Many organisations are struggling to move away from product centric structures, operating in silos and competing against each other for customers attention.
My guest in the next episode of the Customer Smarts Podcast Khachig Kabakjian has climbed that very mountain and successfully driven customer centricity inside massive organisations like CommBank and Standard Chartered Bank in Asia & Africa. He was heavily involved in CommBank’s successful customer decisioning program. And, most recently worked with Standard Chartered Bank in Singapore to drive customer centric change at scale, across multiple markets including Singapore,Hong Kong, India, Malaysia & UAE. He has now moved tech side working for Pegasystems in an advisory role to help organisations drive customer centricity at scale.
• Why customer centricity is so important
• The barriers to overcome
• Some great examples of driving personalisation
• How to drive customer centricity across multiple markets.
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