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Enterprise-Class Customer-Centric Operating Models for Established Enterprises

$199.00
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A tailored course, built for your situation

Enterprise-Class Customer-Centric Operating Models for Established Enterprises

Master the architecture, execution, and governance of customer-centric operating models at enterprise scale

$199 one-time
24-hour access provisioning 30-day money-back guarantee Hand-built implementation playbook
12 modules. 12 chapters per module. 144 chapters total.
12 modules, each with 12 chapters (144 chapters total), text-based, plus downloadable templates and a hand-built implementation playbook delivered alongside course access.
Leading transformation in established enterprises often stalls due to misaligned incentives, fragmented ownership, and lack of scalable operating rhythms

The situation this course is for

Even with strong vision and customer insight, enterprise teams struggle to operationalize customer-centricity at scale. Silos, legacy governance, and incremental change approaches dilute impact. Practitioners need a structured, proven blueprint to move from vision to sustained execution, without destabilizing core operations.

Who this is for

Business and technology leaders in established enterprises leading digital transformation, operating model redesign, customer experience initiatives, or enterprise agility programs

Who this is not for

Startups, consultants selling generic frameworks, or professionals seeking introductory overviews of customer experience

What you walk away with

  • Design a customer-centric operating model aligned to enterprise complexity
  • Navigate governance and leadership alignment in matrixed organizations
  • Implement cross-functional operating rhythms that sustain momentum
  • Integrate customer signals into strategic planning and performance management
  • Build internal capability to evolve the operating model over time

The 12 modules (with all 144 chapters)

Module 1. Foundations of Enterprise Customer-Centricity
Define customer-centricity in the context of mature organizations and identify core architectural principles
12 chapters in this module
  1. Defining enterprise customer-centricity
  2. Differentiating from consumer CX initiatives
  3. Core dimensions: strategy, structure, systems
  4. Balancing innovation with operational stability
  5. Case: Global manufacturing transformation
  6. Case: Regulated financial services evolution
  7. The role of leadership coalitions
  8. Common failure patterns and how to avoid them
  9. Assessing organizational maturity
  10. Aligning to enterprise strategy
  11. Integrating with ESG and sustainability goals
  12. Building the business case
Module 2. Operating Model Architecture
Structure the components of a scalable, adaptive operating model
12 chapters in this module
  1. Designing for scale and complexity
  2. Layering strategy, governance, and execution
  3. Role of centers of excellence vs embedded teams
  4. Decision rights and escalation pathways
  5. Cross-functional workflow design
  6. Integrating with ERP and legacy systems
  7. Managing technical debt in transformation
  8. Operating model blueprints by industry
  9. Designing for resilience
  10. Versioning and evolution planning
  11. Stakeholder mapping and influence planning
  12. Change adoption risk assessment
Module 3. Leadership Alignment and Governance
Secure and sustain executive commitment across cycles
12 chapters in this module
  1. Building leadership coalitions
  2. Designing governance forums
  3. Cadence of reviews and decisions
  4. Balancing short-term performance with long-term transformation
  5. KPI alignment across functions
  6. Budgeting for dual operations
  7. Managing competing priorities
  8. Leadership communication frameworks
  9. Conflict resolution in transformation
  10. Succession planning for change roles
  11. Board-level reporting structures
  12. External stakeholder engagement
Module 4. Customer Signal Integration
Embed customer insights into strategic and operational rhythms
12 chapters in this module
  1. Designing customer feedback loops
  2. Integrating qualitative and quantitative data
  3. Voice of Customer at scale
  4. Customer journey analytics integration
  5. Linking insight to product and service evolution
  6. Privacy and data governance considerations
  7. Closing the loop with customers
  8. Building customer advisory structures
  9. Synthesizing cross-channel insights
  10. Real-time signal processing
  11. Insight governance and quality control
  12. Scaling insight teams
Module 5. Cross-Functional Operating Rhythms
Establish consistent, predictable collaboration cycles
12 chapters in this module
  1. Designing cross-team planning cycles
  2. Integrating product, marketing, sales, and service
  3. Quarterly operating rhythms
  4. Backlog prioritization frameworks
  5. Dependency management
  6. Conflict resolution protocols
  7. Cadence of reviews and retrospectives
  8. Scaling rituals across geographies
  9. Digital tooling for coordination
  10. Performance tracking across functions
  11. Adapting rhythms to business cycles
  12. Sustaining engagement over time
Module 6. Talent and Capability Development
Build internal capacity to sustain transformation
12 chapters in this module
  1. Identifying skill gaps
  2. Designing learning pathways
  3. Internal certification frameworks
  4. Coaching and mentoring structures
  5. Leadership development for change
  6. Building internal consulting capability
  7. Succession planning for key roles
  8. Performance management alignment
  9. Incentive design for collaboration
  10. Diversity in transformation teams
  11. External partnership strategies
  12. Measuring capability growth
Module 7. Technology Enablement and Integration
Leverage technology to scale operating model outcomes
12 chapters in this module
  1. Assessing technology readiness
  2. Integration with CRM and ERP systems
  3. Data architecture for customer insights
  4. API strategies for interoperability
  5. Low-code platforms for agility
  6. Change management for IT teams
  7. Security and compliance alignment
  8. Vendor selection frameworks
  9. Cloud-native operating models
  10. Automation of operating rhythms
  11. Monitoring and observability
  12. Future-proofing technology choices
Module 8. Performance Measurement and Evolution
Track impact and adapt the operating model over time
12 chapters in this module
  1. Designing KPIs for customer-centricity
  2. Balancing leading and lagging indicators
  3. Customer effort score integration
  4. Financial impact measurement
  5. Employee experience metrics
  6. Benchmarking against peers
  7. Diagnostic tools for model health
  8. Feedback loops for model evolution
  9. Version control for operating models
  10. Scaling successful pilots
  11. Sunsetting outdated practices
  12. Reporting to executive leadership
Module 9. Change Adoption at Scale
Drive widespread behavioral and cultural change
12 chapters in this module
  1. Change network design
  2. Identifying change agents
  3. Communication strategy frameworks
  4. Overcoming resistance patterns
  5. Celebrating early wins
  6. Sustaining momentum over years
  7. Cultural assessment and alignment
  8. Language and narrative design
  9. Storytelling for change
  10. Inclusion in transformation
  11. Measuring adoption depth
  12. Scaling through networks
Module 10. Financial and Commercial Alignment
Align transformation to financial planning and commercial outcomes
12 chapters in this module
  1. Integrating with annual planning
  2. Budgeting for transformation
  3. ROI frameworks for customer-centricity
  4. Linking to sales performance
  5. Pricing and value communication
  6. Commercial model innovation
  7. Partnership revenue models
  8. Customer lifetime value tracking
  9. Investment prioritization
  10. Cost structure evolution
  11. Funding innovation within constraints
  12. Balancing efficiency and growth
Module 11. Global and Regional Adaptation
Operationalize consistency with local relevance
12 chapters in this module
  1. Designing for global scalability
  2. Regional adaptation frameworks
  3. Cultural intelligence in execution
  4. Legal and compliance variation
  5. Language and localization
  6. Time zone and coordination challenges
  7. Regional leadership models
  8. Balancing central control with autonomy
  9. Knowledge sharing across regions
  10. Local innovation capture
  11. Global branding consistency
  12. Managing geopolitical shifts
Module 12. Sustained Transformation Leadership
Lead transformation as an ongoing capability
12 chapters in this module
  1. Transitioning from project to operating model
  2. Institutionalizing customer-centric practices
  3. Leadership succession planning
  4. Board engagement strategies
  5. External recognition and benchmarking
  6. Thought leadership development
  7. Ecosystem partnership cultivation
  8. Continuous improvement frameworks
  9. Anticipating future disruptions
  10. Building resilience into the model
  11. Measuring long-term organizational health
  12. Legacy and impact

How this maps to your situation

  • Leading transformation in regulated, global enterprises
  • Scaling customer-centric practices beyond pilots
  • Aligning leadership across functions and regions
  • Sustaining momentum through business cycles

Before vs. after

Before
Operating in silos with fragmented ownership and inconsistent rhythms
After
Leading with aligned strategy, clear governance, and sustained operating rhythms

What's included with your purchase

  • 12 modules with 12 chapters each (144 chapters)
  • Downloadable templates and worked examples for every module
  • Hand-built implementation playbook delivered alongside course access
  • 30-day money-back guarantee

Delivery and format

  • Course and learning environment access provisioned within 24 hours of purchase
  • Hand-built implementation playbook delivered alongside course access

Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.

Time investment: Approximately 60 hours of structured learning, designed for asynchronous progress alongside full-time responsibilities

If nothing changes
Without a structured approach, even well-resourced transformations risk stalling due to misalignment, fragmented ownership, or inability to scale beyond pilot phases, leaving customer potential unrealized and competitive advantage untapped.

How this compares to the alternatives

Unlike generic frameworks or academic overviews, this course delivers implementation-grade methods specifically for established enterprises, combining architectural depth with practical tooling and governance strategies absent in off-the-shelf solutions.

Frequently asked

Who is this course designed for?
It's for business and technology leaders in established enterprises leading transformation, customer experience, or operating model redesign.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is there hands-on support or coaching included?
The course is self-guided with detailed templates and a tailored implementation playbook; live coaching is not included.
$199 one-time. Approximately 60 hours of structured learning, designed for asynchronous progress alongside full-time responsibilities.

Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.

30-day money-back guarantee· 144 chapters· Hand-built playbook included· Account access within 24 hours
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