Drive Customer Value Through Culture and Insights

In this podcast, host Thomas O’Connor and guest Beth Coppinger explore the concept of driving customer value through culture and insights. Chief supply chain officers (CSCOs) and their supply chain organizations must become more customer-centric. This includes helping CSCOs to harness and leverage the vast amounts of data that their organizations collect to repeatedly and profitably enhance the customer experience (CX). The conversation showcases real-world examples from Lenovo and Dow, and concludes by offering actions that supply chain leaders can take to become more customer-centric, briefly summarized here as: CX Mindset: Start by challenging your existing supply chain organization’s focus. How customer-centric are you today? CX Outcomes: Establish the connection between an improved CX and enhanced satisfaction, loyalty, and more sustainable profitability. CX Insights: Harness a more diverse set of customer-sensing capabilities. This means going beyond traditional direct customer feedback. CX Actions: Ask yourself, “what capabilities and services am I being provided when I shop online that my supply chain doesn’t provide to our customers?” See Supply Chain Executive Report: Drive Customer Value Through Culture and Insights for deeper and additional insights into the topics discussed during this podcast. Subscribe to The Gartner Supply Chain Podcast on Apple Podcasts, Spotify and Google Podcasts. Run time: 23:00 minutes ----- Promotion What do CSCOs need to know for effective supply chain transformation? Download the Gartner Future of Supply Chain e-book for 5 trends to act on now: https://gtnr.it/3AHlK9u