Hi, this is Greg Kielstrom. Welcome to season three of the Agile World, where we discuss customer

employee experience, organizational and workforce transformation, and how business can adapt and

continually improve in an agile age. The Agile World podcast is brought to you by tech systems,

an industry leader in full stack technology services, talent services, and real world application.

For more information, go to techsystems.com. To read more about the topics discussed in the show,

you can go to my website at theagile.world and read my latest articles or get a copy of my latest

book, The Agile Workforce, now available on Amazon and other retailers. My name is Greg Kielstrom,

and I'm the host of the Agile World podcast. Today we're going to talk about building a customer

centric organization and how to balance profits, technology, and culture while doing so.

Tell me, discuss this topic. I'd like to welcome Alenia the Dilly, customer experience advisor,

and author of the book Journey to Centricity. Alenia, welcome to the show.

Thank you so much, Greg. That's a nice presentation. Thanks so much for having me.

Absolutely. Yeah, looking forward to talking here. Let's get started by talking about your book,

Journey to Centricity. Why did you choose to write a book about customer centric companies?

Why do you think that's important? So writing a book has been on my list for a very long time.

And to give you a short answer, I really believe that if business leaders put the people,

so customers and employees are the center of their organization, we would have better companies

and therefore a better business world. So a lot of my clients and potential clients have

been asking me, where do we start from? How can you do this? So I thought of putting together

three main pillars, the Humanity Pillar, Technology Pillar and Cultural Pillar, which I believe are

the three main elements for building a successful customer centric organization. My vision

on of customer centricity is that companies should leave and breathe their customers and find

...