The document provides an agenda for a presentation on delivering innovative customer-centric services across an enterprise. The presentation covers: becoming customer-centric; dealing with disruptive innovation through transitions; focusing 80% of resources on innovation over 20% on operations; using cloud platforms to enable better, faster, cheaper services; and developing a roadmap to achieve customer-centricity through people, processes, and technology. The presentation aims to help organizations shift resources from purely tactical activities to truly enabling innovation for customers.