Last week, I had the privilege of spending a day with 22 team members from Keller SSC, exploring together what customer centricity really means in a GBS/SSC environment.

The session created space for reflection and growth:
🔹 Understanding the difference between Customer Service vs Customer Centricity
🔹 Recognizing customer types and how adapting communication can strengthen relationships
🔹 Practicing effective communication—listening with intent, clarifying expectations, and building trust
🔹 Discussing accountability and ownership—moving from “my task is done” to “the outcome is delivered”
🔹 Using customer mapping tools to look through the customer’s lens
🔹 Reflecting on a self-assessment on current customer centricity levels, while sparking personal insights and commitments

The energy was kept high through case studies, role plays, quizzes, polls, and activities—making the learning practical and the growth personal.

I’m grateful to the Keller SSC leadership team for their trust and support. It was inspiring to see participants take the concepts and translate them into personal actions and deciding to make changes to their day-to-day approach in engaging and managing their internal customers.

The real impact lies not in the slides or frameworks, but in the habits and mindset shifts participants take forward. ✨