Lennart Borst on how to help medium to large businesses transform, with service and operating model design so that your customers can experience the full value of your products.

Crafting Customer-Centric Transformation: Insights from Lennart BorstImagine what it would be like to truly align a business transformation with your customers' needs. In this episode of 'Thought Leadership Democratised,' we talk to Lennart Borst, an expert in helping large-scale businesses—spanning from telco to construction—deliver on the promises of their products. Lennart emphasizes the importance of motivation, conducive environments for change, and customer experience over product innovation alone. Key takeaways include understanding the true motivations behind change, involving the right stakeholders, and focusing on value-centered KPIs. Lennart shares practical steps, like listening to customer calls and involving a broad team in redesigning services. The journey showcases the importance of embedding customer value at the heart of organizational transformation.00:00 Introduction to Thought Leadership Democratised00:04 Meet Lennart Borst: Business Transformation Expert00:14 The Importance of Business Transformation00:47 Challenges in Business Change00:55 Approach to Effective Business Change01:28 Creating a Conducive Environment for Change02:01 The Role of Executive Support02:29 Starting with the Customer03:08 Common Pitfalls in Business Transformation04:53 Overcoming Pitfalls: Steps to Success05:14 Defining Customer Value and Purpose05:56 Taking the Organization on a Journey07:37 Prototyping and Measuring Success08:24 Key Takeaways for Business Transformation09:22 Understanding True Motivation09:48 Example: True vs. False Motivation13:21 Designing the Customer Journey13:59 Involving the Right Teams17:54 Handling Resistance and Ensuring Buy-In18:58 Conclusion and Final Thoughts Hosted on Acast. See acast.com/privacy for more information.