Following on last week's episode, we dive deeper into what it takes to lead an organization through change when customer-centricity is the goal. Bibi highlights the need for a clear vision and alignment across all departments, as well as the significance of addressing resistance to change. Up-skilling employees, setting KPIs, and celebrating successes are key to maintaining focus and driving the necessary cultural shift. If you realize that you cannot have a business without your customers, you already know why customer-centricity cannot be ignored.

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