Becoming More Customer CentricIBM_cffd3bb3-8704-11e4-841d-efbc08c29cb5David JennessMarketing Manager, ECM, Information and Analytics, IBMCustomer outcomes are achieved_cffd3bb4-8704-11e4-841d-efbc08c29cb5To help providers to be more customer-centric_dc80e27e-86f2-11e4-9d1a-9bee08c29cb5Customer CentricityA customer-centric, "outside-in" view, based on customer outcomes.StrategyStrategy balances inside-out and outside-in viewsCustomer CentricityBecome more customer centric_cffd3bb5-8704-11e4-841d-efbc08c29cb5History & RelationshipsKnow customers_cffd3bb6-8704-11e4-841d-efbc08c29cb51ProtectionProtect customers_cffd3bb7-8704-11e4-841d-efbc08c29cb52EmpowermentEmpower customers_cffd3c8e-8704-11e4-841d-efbc08c29cb53ConnectionsConnect customers_cffd3d06-8704-11e4-841d-efbc08c29cb54AdviceAdvise customers_cffd3d7e-8704-11e4-841d-efbc08c29cb55ServiceServe customers_cffd3df6-8704-11e4-841d-efbc08c29cb56SurpriseSurprise customers_cffd3e6e-8704-11e4-841d-efbc08c29cb572014-12-18http://ll1.workcast.net/10074/6215579225321917/Documents/20141218-aiimwebinar-final.pdfOwenAmburOwen.Ambur@verizon.net