Leadership Series – Operating Model Design for Customer Outcomes
Strategic operating model design for customer outcomes is the core challenge facing ops, sales, marketing, and executive leaders today. This 1-day intensive teaches you how to align your operating model to deliver customer outcomes and create value.
Operating Models Built for Customer Outcomes
Your organization knows what customers need. But your operating model wasn’t built to deliver it.
The customer outcome challenge:
With a customer strategy on paper your operating model should delivering customer outcomes that delight, however there is friction that pervents this. The Customer-centric vision fails because the strategic operating model design is not customer-centric. This 1-day intensive teaches ops, sales, marketing, and executive leaders how to align your operating model to deliver customer outcomes.
This strategic operating model design course teaches you how to align your operating model, the organizational structure, processes, governance, and incentives to actually deliver customer outcomes. Strategic operating model design realigns your entire organizational structure around preferred customer outcomes.
WHO SHOULD TAKE IT
Operations leaders | Sales leaders | Marketing leaders | Customer experience leaders | Executive transformation leaders | Teams frustrated by organizational silos blocking customer outcomes
WHAT YOU’LL LEARN: Five Frameworks for Customer-Centric Operating Model Design
Gemba — Go and see where customer outcomes actually break down
Value Stream Mapping — Identify where your operating model destroys customer value
Service Blueprint — Map front stage (customer view), back stage (internal ops), support systems (governance & incentives)
Metrics & Outcomes — Design measurement systems that signal real customer value (not internal efficiency). Align KPIs and incentives to the path of least resistance for customer value creation.
Journey Operations Governance — Assign ownership and align departments around customer outcomes
Feedback Loops — Build continuous adaptation into your operating model
WHAT YOU’LL LEAVE WITH
✓ Service Blueprint inpractice
✓ Friction Assessment (where organisation design breaks customer outcomes)
✓ Feedback Loop Design
✓ Metrics & Outcomes Alignment Plan (what to measure and reward)
✓ 12-Month Evolution Roadmap
✓ Governance Framework for customer-centric operating model
✓ DT Operating Model Toolkit
✓ 12-Month Peer Network (200+ practitioners)
HOW IT’S DIFFERENT
Not cost optimization. Strategic operating model design prioritizes customer outcomes, not efficiency alone.
Not just mapping. Your CJM course teaches customer needs. This teaches how to organise your operating model to deliver them.
Companies with dedicated journey ownership outperform on both customer outcomes and financial metrics. Siloed operating models cost organizations 15-25% of customer lifetime value.
Strategic operating model design provides structures and tools to help leaders design structured systems that support customer centric outcomes.
INVESTMENT
R6,500 per person | R5,500 groups 6+ | R35,200–R52,800 in-company
Strategic Operating Model Design for Customer Outcomes. For leaders ready to organize around customer outcomes instead of internal efficiency.
Dec 03
Session 1
08:00 - 17:00 SAST
Location:
Radisson Red Cape Town at the Victoria and Alfred Waterfront (Silo District)
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About this event
Early Bird Price
R6 095
Length
1-day
Language
English
Standard Price
R6 500
Involvement
9 hours
Course Type
In-person
Price includes
5-8 Digital Tools
All Meals and coffee/tea
Stationery
Slide Deck
Parking