This document discusses the journey of transforming from a product-centric to a customer-centric approach. It outlines the hard aspects of the initial transformation, such as improving data quality and access. Incremental improvements were then made, like customizing data sets and implementing agile reporting. These led to positive outcomes, including gaining new partners and signing off on new data within days. However, some challenges remained, like only serving certain customer channels. Overall, the transformation resulted in better serving customers everyday and building new relationships and revenue through a more customer-centric approach.

1. Customer centricity

2. No Silver Bullet

3. It is hard, the struggle & the
journey…

4.  Product-centric
 Customer-Centric
 Client success story –
Transformation journey

5. Product-Centric

6. Large acquisition mailings

7. Driven by revenue targets

8. Overseas

9. Customer-Centric

10. Listening

11. Brochure

12. Lifecycle

13. Pathways

14. Major wealth management
Company -Transformation

15. 1. Hard stuff
2. Incremental good stuff
3. Awesome outcome stuff
4. Not so awesome stuff
5. Real stuff

16. Hard stuff…

17. Data quality

18. Access

19. Slow data turnaround

20. Predict customer
behaviour

21. Measure

22. Segment and personalise

23. 2. Incremental good stuff

24. MarketingTeam

25. Customised Data Sets

26. Support Service

27. Agile Reporting

28. NewTechnology

29. 3. Awesome outcome
stuff

30. Available within days

31. Signoff

32. New data

33. New Partners

34. 4. Not so awesome stuff

35. TM Channel only

36. Near real time

37. Pathways

38. 5. Real stuff

39. Served everyday

40. Relationships

41. New Revenue

42. Customer centricity

43. A better world!