Turning Customer Centricity Into an Operational Strategy

Episode #248: Michelle Urdiales, CMO at LAM and a Member of the Regional Leadership Board at A.P. Moller - Maersk, explains how customer centricity must move beyond intention and become an operational strategy. She outlines how working backward from the customer shapes leadership decisions, prioritization, and long-term value creation. Michelle connects customer focus to retention, trust, and internal alignment across the organization. Her insights show how sustainable growth follows when customer value leads every decision.“Never lose sight of the customer. Stay close to the business and the customer, and make it intentional. Plan these conversations, bring in the voice of the customer, and apply what you learn daily. This drives personalization, creates meaningful experiences, and completes the growth circle for their benefit.” – Michelle UrdialesIn this episode, Michelle shares how global leadership experience across technology, logistics, and B2B environments shaped her customer-first mindset. She explains why organizations must move past slogans and dashboards and embed customer insight into daily decision-making. Follow Michelle Urdiales on LinkedInFollow Steve MacDonald on LinkedIn