What is the Modern Customer-Centric Operating Models course about?
Many organizations launch customer initiatives in silos, CX teams run programs, digital teams build touchpoints, and operations optimize internally. Without an integrated operating model, these efforts fail to scale or sustain. Leaders need a coherent blueprint to align people, processes, and performance across functions.
What situation is the Modern Customer-Centric Operating Models for?
Many organizations launch customer initiatives in silos, CX teams run programs, digital teams build touchpoints, and operations optimize internally. Without an integrated operating model, these efforts fail to scale or sustain. Leaders need a coherent blueprint to align people, processes, and performance across functions.
What do you take away from the Modern Customer-Centric Operating Models course?
Design a customer-centric operating model aligned to strategic value streams Orchestrate cross-functional teams with clear decision rights and accountability Implement performance systems that measure customer and operational outcomes Govern transformation initiatives with adaptive, feedback-driven controls Scale customer-centric capabilities across global, matrixed organizations.
How does this map to your situation?
Leading digital transformation in a legacy organization Driving customer experience initiatives without direct authority Balancing efficiency and innovation in a regulated environment Scaling proven models across global markets.
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.
What does the Modern Customer-Centric Operating Models cover on delivery and format?
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 45, 60 minutes per module, designed for busy leaders to engage incrementally over 8, 12 weeks.
How does this compare to the alternatives?
Unlike generic leadership courses or vendor-specific frameworks, this program offers a comprehensive, implementation-grade blueprint tailored for enterprise-scale customer operating model transformation.
What does the Modern Customer-Centric Operating Models cover on frequently asked?
Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.
Closely related courses: Modern Customer-Centric Operating Models for Established, Modern Customer-Centric Operating Models for Hybrid, Modern Customer-Centric Operating Models for Acquisitive, Modern Customer-Centric Operating Models for Compliance.
More answers: what you get with every course, refund policy, all help answers.
A tailored course, built for your situation
Modern Customer-Centric Operating Models for Senior Leaders
Implementation-grade strategy and execution frameworks for transforming enterprise operating models around customer value
The situation this course is for
Many organizations launch customer initiatives in silos, CX teams run programs, digital teams build touchpoints, and operations optimize internally. Without an integrated operating model, these efforts fail to scale or sustain. Leaders need a coherent blueprint to align people, processes, and performance across functions.
Who this is for
Senior business and technology leaders driving enterprise transformation, operating model change, or large-scale customer experience initiatives.
Who this is not for
Individual contributors not involved in strategic decision-making, or professionals focused only on tactical customer service improvements.
What you walk away with
- Design a customer-centric operating model aligned to strategic value streams
- Orchestrate cross-functional teams with clear decision rights and accountability
- Implement performance systems that measure customer and operational outcomes
- Govern transformation initiatives with adaptive, feedback-driven controls
- Scale customer-centric capabilities across global, matrixed organizations
The 12 modules (with all 144 chapters)
- Defining customer-centric operating models
- The evolution from function-first to customer-first design
- Strategic imperatives driving model change
- Linking customer outcomes to enterprise performance
- Assessing organizational readiness
- Common pitfalls and how to avoid them
- Case study: Global financial services transformation
- Case study: Healthcare provider journey
- Case study: Industrial B2B reinvention
- Role of leadership in model adoption
- Creating urgency without crisis
- Building cross-silo coalitions
- Principles of value stream identification
- Engaging frontline insights in mapping
- Differentiating transactional vs. transformational journeys
- Prioritization frameworks for impact and feasibility
- Mapping pain points and handoffs
- Quantifying customer effort and value leakage
- Integrating employee experience into journey maps
- Validating maps with real customer data
- Using journey maps to challenge legacy assumptions
- From insight to action: initiating change
- Scaling mapping across business units
- Maintaining living journey documentation
- Overview of customer-centric archetypes
- Hub-and-spoke models
- End-to-end owner models
- Networked ecosystem models
- Platform-based models
- Hybrid approaches for global enterprises
- Matching archetype to customer segment needs
- Assessing organizational fit and constraints
- Transition pathways between models
- Governance implications by archetype
- Resourcing and capability requirements
- Benchmarking against peer organizations
- The challenge of matrixed execution
- Designing integration roles (e.g., value stream managers)
- Establishing cross-functional cadences
- Creating shared goals and incentives
- Conflict resolution frameworks
- Decision escalation protocols
- Tools for transparency and alignment
- Managing dual reporting relationships
- Enabling autonomy within alignment
- Scaling orchestration across regions
- Role of technology in coordination
- Measuring orchestration effectiveness
- Limitations of traditional governance
- Customer-focused governance principles
- Designing customer value review boards
- Integrating customer metrics into executive reviews
- Balancing short-term performance and long-term investment
- Risk oversight in customer-led models
- Compliance and audit in dynamic environments
- Change governance for continuous adaptation
- Stakeholder communication strategies
- Board engagement on customer operating models
- Regulatory alignment in customer data use
- Scaling governance across geographies
- Defining customer-centric capabilities
- Mapping capabilities to value streams
- Assessing maturity and gaps
- Prioritization using value and dependency analysis
- Investment allocation frameworks
- Building internal vs. sourcing externally
- Capability lifecycle management
- Talent development for capability delivery
- Technology enablers by capability
- Tracking capability performance
- Integrating with enterprise architecture
- Scaling capabilities across business units
- Beyond NPS: holistic customer outcome metrics
- Leading vs. lagging indicators
- Employee experience metrics
- Operational efficiency measures
- Balancing customer and financial outcomes
- Designing multi-level scorecards
- Incentive alignment across roles
- Short-term vs. long-term reward structures
- Avoiding metric gaming
- Feedback loops for continuous improvement
- Reporting transparency and visibility
- Adapting metrics as models evolve
- Technology's role in operating model transformation
- Data architecture for customer 360
- Real-time decisioning systems
- AI and automation in customer operations
- Integration patterns across legacy and modern systems
- APIs and microservices for agility
- Cloud strategy implications
- Data governance and quality
- Privacy and ethical use considerations
- Customer identity resolution
- Analytics for predictive insights
- Scaling tech enablement across regions
- Leadership mindsets for customer-centricity
- Developing value stream leaders
- Hiring for customer obsession
- Performance management adaptations
- Career path redesign
- Upskilling for new ways of working
- Coaching and feedback systems
- Inclusive leadership in diverse teams
- Succession planning for key roles
- Managing resistance and change fatigue
- Embedding customer focus in culture
- Scaling leadership development
- Why traditional change management fails
- Phased rollout strategies
- Creating early wins and momentum
- Engaging middle management
- Communication planning for clarity
- Training and enablement design
- Monitoring adoption and sentiment
- Adjusting approach based on feedback
- Sustaining change beyond launch
- Managing multiple transformations in parallel
- Global vs. local adaptation
- Measuring change effectiveness
- Designing for resilience and agility
- Feedback loops from customers and employees
- Stress-testing operating models
- Scenario planning for disruption
- Modular design principles
- Fail-fast mechanisms
- Learning from experiments
- Adjusting governance in crisis
- Maintaining alignment during change
- Scaling adaptation across units
- Technology for dynamic reconfiguration
- Leadership in uncertain environments
- From project to permanent capability
- Institutionalizing new ways of working
- Continuous improvement frameworks
- Knowledge transfer and documentation
- Auditing adherence and impact
- Renewing leadership commitment
- Expanding to new business units
- Global scaling strategies
- Managing M&A in customer-centric models
- Benchmarking long-term performance
- Evolving the model over time
- Celebrating and reinforcing success
How this maps to your situation
- Leading digital transformation in a legacy organization
- Driving customer experience initiatives without direct authority
- Balancing efficiency and innovation in a regulated environment
- Scaling proven models across global markets
Before vs. after
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 45, 60 minutes per module, designed for busy leaders to engage incrementally over 8, 12 weeks.
How this compares to the alternatives
Unlike generic leadership courses or vendor-specific frameworks, this program offers a comprehensive, implementation-grade blueprint tailored for enterprise-scale customer operating model transformation.
Frequently asked
Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.