How do you design customer-centric operations/businesses?

Re:Design

Happy customers means happy business right? So, how do you make sure that the customer’s voice isn’t lost in the maelstrom of all the moving parts of your business? A common failing across multiple sectors and industries and in this episode we discuss how you can overcome it.

Joining our hosts Emily and Oli from Mima is our first guest, Derek Bishop. He's a a world-renowned expert in culture change and employee experience, and director at Culture Consultancy. They design and align organisational cultures to elevate business performance through creating strong leadership and high-performing employees based on a sense of purpose, core values and the right behaviours.

Our second guest is Andrew Dickinson, a hugely experienced Head of Train Service delivery, having worked in the industry for nearly 20 years, currently the Service Delivery Director at KeolisAmey Docklands.

We discuss what culture is, the impact it can have on businesses, what 'good' and 'bad' culture can look and feel like, and also discuss in depth projects including a project Andrew has led on partnering with Transport for London (TfL) and The Royal National Institute of Blind People (RNIB) to trial NaviLens, an app designed to help blind or partially sighted customers navigate stations.

Join us as we find out how to put the customer at the heart of your business and create a step-change in performance by changing your business culture.