Building a Customer centric agile team: A journey lined with exceptional experiences
Date & Time
Wednesday, June 14, 2023, 3:30 PM - 5:00 PM
Sumitha Puthiyampurathu Soman Nair

Customer centricity is a necessity for any organization that wants to stay ahead of the game in today’s highly competitive business landscape. It involves placing customers in the heart of everything you do. However, achieving customer centricity is easier said than done. In this report, I will share my experience of forming a new customer-focused agile team and the challenges and benefits that came with it. Trust and collaboration were key aspects in forming the team and personally, it was a very enlightening experience. Together, we learned that consistent collaboration, experimentation and effective use of tools, practices and data to understand customers are central to the forming of and continuing as a customer focused team, especially in a large organization. The report describes the effort and various steps that we adopted and hope to inspire others going through similar journeys.

Location Name
Kleine zaal (IJzaal), 5th floor
Full Address
Pakhuis de Zwijger
Piet Heinkade 179
Amsterdam 1019 HC
Session Type
Experience Report
Track Color
Session Length
Customer centric agile team
Development stages of team
Experiments in team to agree on ways of working
Tools aiding understanding of customer insights
Personal experiences and development
Learning Objectives
Organizational Agility
General Topic
Leadership and Culture