The move from a product to customer-centric business

A champion-led customer change​

Brady were a traditional catalogue led business with a reliance on relationships and a field salesforce to understand what their customers needed – successful but not scalable​.​ ​

In a digital and data led world Brady wanted to move from a product-centric to a customer-centric business, but recognised the biggest challenges were internal ​

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• Combined data, research and Brady expertise to shape a universal understanding of the customer – from assumptions to insight ​
• Tapped into pain-points for customers and process-pain for teams – realising how often they were the same issue from 2 sides​
• Co-creation of CX strategy linking vision through to experiences and capabilities, practical and actionable ​
• ​Delivered change through Brady change-agents, facing into their cultural and operational barriers and making the programme of-Brady (not done-unto)​ ​

“Transform’s approach helped us to articulate a future customer experience in a way that brought together a set of diverse teams and created internal customer champions.”

Director of Global Digital Marketing, Brady