Join us for an engaging conversation between Dwayne Brown and Zuka’s Melanie Merchant and Lee Gartner, as they unpack how customer experience (CX) can become the foundation for sustainable transformation—not just within teams, but across entire organizations.
In this wide-ranging episode, we explore what true customer centricity means, how to embed empathy into operations, why transformation must be continuous to be effective, and what it really takes to move from buzzwords to business value. Along the way, you’ll hear practical stories from across industries—retail, healthcare, finance—and advice on making internal teams your first customers, challenging legacy systems, and building enduring change through inclusive, people-first design.
Timestamps:
• 00:00 – Introduction and Welcome
• 00:39 – Meet the Experts: Melanie and Lee
• 03:38 – Defining Customer Centricity
• 05:20 – Challenges and Misconceptions
• 06:59 – Real-World Examples and Insights
• 10:03 – Strategies for Business Transformation
• 14:15 – Empowering Stakeholders and Measuring Success
• 18:40 – Case Studies and Success Stories
• 34:20 – Understanding User Needs
• 34:44 – Balancing Target Demographics
• 35:46 – Inclusion and Accessibility
• 36:22 – Sustainability Projects
• 38:59 – Continuous Transformation
• 48:16 – Empowering Clients
• 01:01:04 – Final Thoughts and Advice
Learn more about Zuhlke: https://www.zuehlke.com/en
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