Crafting Customer-Centric Transformation: Insights from Lennart Borst

Imagine 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 Democratised

00:04 Meet Lennart Borst: Business Transformation Expert

00:14 The Importance of Business Transformation

00:47 Challenges in Business Change

00:55 Approach to Effective Business Change

01:28 Creating a Conducive Environment for Change

02:01 The Role of Executive Support

02:29 Starting with the Customer

03:08 Common Pitfalls in Business Transformation

04:53 Overcoming Pitfalls: Steps to Success

05:14 Defining Customer Value and Purpose

05:56 Taking the Organization on a Journey

07:37 Prototyping and Measuring Success

08:24 Key Takeaways for Business Transformation

09:22 Understanding True Motivation

09:48 Example: True vs. False Motivation

13:21 Designing the Customer Journey

13:59 Involving the Right Teams

17:54 Handling Resistance and Ensuring Buy-In

18:58 Conclusion and Final Thoughts

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