Advancing Customer-Centric Innovation at Siemens
Siemens Customer Heartbeat
Fostering customer-centricity at Siemens
The Challenge
How does Siemens, with 311,000 employees across four divisions in seven industries, keep customers at the core of its decision-making?
The organisation is changing and four divisions in seven industries is not really accurate anymore. Siemens is a highly matrixed organisation that consists of regions, verticals, business units and functional teams.
The Solution
Siemens Customer Heartbeat is a responsive web-based application designed to crowdsource customer insights across the breadth of the Siemens global enterprise.
Aiming to deliver seamless customer experiences, Siemens Customer Heartbeat drives information sharing across regions, industries and business units to break down internal silos as well as to assist teams in staying connected to evolving customer needs and realities.
Working in sprint cycles
From its inception, Siemens Customer Heartbeat was been designed and developed following an iterative and agile approach. Design and development teams worked side-by-side to release new application updates based on a 2-week sprint cycle.
The primary goal was to foster a culture of ‘learn by doing‘ and ’learning quickly‘ in order to iteratively develop an optimal solution for Siemens.
Delivering an MVP and BETA Soft Launch
In April 1024, an MVP of Siemens Customer Heartbeat was launched to a selected internal team in order to test the application, refine interactions and add functionality.
By December 2024, Siemens soft-launched a beta application to a selected group of Siemens employees, focusing on bug fixing, user testing and implementing remaining features and functionalities.
Highlights & Capabilities
Harnessing insights through collective statistics
With each journey created, Siemens Customer Heartbeat gathers valuable collective insights and statistics on Siemens customers worldwide.
Employees can access a comprehensive dashboard of customer statistics. This offers direct insight into how Siemens is performing in meeting customer needs, encouraging employees can take immediate action in improving and elevating customer experiences.
Developing a company-wide community
Siemens Customer Heartbeat is more than a knowledge hub. From day one, every Siemens employee becomes a member of the Siemens Customer Heartbeat community by contributing content, collaborating on journeys and taking collective action.
The intent is to encourage ongoing customer-centric conversations and customer-led decisions making - for everyone at Siemens.
