The document outlines 6 key attributes of Organization 3.0: 1) customer focus, 2) agility, 3) decentralization, 4) collaboration, 5) flexibility, and 6) creativity. Organization 3.0 aims to build a customer-centric culture through cross-functional teams, devolved decision-making, transparency, and harnessing technologies like cloud and analytics. It creates a flexible and collaborative environment by flattening hierarchies, empowering employees, and promoting knowledge sharing to better adapt to changing customer needs.

1. 6 key attributes of Organisation 3.0
Discover how the flexibility of Organisation 3.0 helps businesses succeed in today’s fast-moving,
unpredictable world
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2. 1. Customer focus
Customer experience is a key market differentiator.
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3. Organisation 3.0 empowers
the workforce to build
and constantly improve its
customer experience culture.
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4. Points of friction that impact the ability to meet
customer needs are eliminated or minimised
throughout the organisation through:
• A clear understanding and real-time visibility of customer interactions end to end
• A high degree of intelligent, intuitive self-service functionality
• Autonomous, empowered employees with a single view of the customer
• A seamless, consistent experience across all channels and touchpoints
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5. 2. Agility
The ability to adapt rapidly to the constant shifts in
customer behaviour and expectations is key.
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6. Organisation 3.0 eliminates
layers of hierarchy to make
collaboration and shared
decision-making easier.
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7. Cross-functional teams self-organise
around the work that needs to be done:
• Rapidly implementing workable solutions
• Refining through an ongoing process of iteration and adaptation
• Responding to near real-time feedback from colleagues and customers
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8. 3. Decentralised
Hierarchical structures are replaced with flat networks
of project-based, self-leading teams.
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9. Authority is
devolved throughout
the organisation,
optimising individual
accountability and
engagement.
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10. The business operates with full
transparency and real-time visibility
across the organisation resulting in:
• Broader engagement with strategic goals and aspirations
• More responsive decision-making
• Faster delivery of benefits from business initiatives
• Continuous improvement of customer outcomes
• Better use of skills and resources
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11. 4. Collaborative
A flatter organisation leads to a change in attitude from
‘How do I get to the top?’ to ‘How do I help others?’
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12. Collaboration increases, building a
social, knowledge-based organisation.
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Individuals and teams are empowered to
share, communicate and collaborate through:
• Secure, easy access to all necessary resources and information
• The ability to connect at any time, anywhere, on any device
• Collaborative workspaces and virtual communities

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5. Flexible
Organisation 3.0 harnesses key emerging digital technologies
such as cloud computing and analytics to improve both the
customer and the employee experience.

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Today’s technologies
encourage collaboration
and co-creation

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Shared platforms promote
flexibility and dynamism - virtual
teams can pool knowledge and
skillsets with ease.

17. Analytics provide valuable
insights that will drive
iterative improvements in
products and services.
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18. With cloud-based
solutions, businesses
can optimise all
their IT resources
and scale rapidly to
accommodate spikes
in demand.
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APIs (Application Programming
Interfaces) can unlock the potential
of existing systems to create new
services and open up new partnerships

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6. Creative
Innovation drives continuous improvement of
the customer and employee experience.

21. Organisation 3.0 seeks
out new technologies and
organisational theories and
evaluates their potential to
create business value.
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Agile methodologies foster a ‘fail fast’
approach to developing, testing and rolling
out products and services, characterised by:
• Rapid decision-making
• Testing and correcting of solutions in real time
• Crowdsourcing of ideas, diverse skillsets and co-creation

23. Takeaways:
• Organisation 3.0 represents the next stage in business evolution
• It uses agile methodologies to better navigate today’s unpredictable
business environment
• It aims to build a customer experience culture minimising the delays, disconnects and
manual interventions that impact its ability to respond efficiently to customer demands
• The organisation is flattened to promote self-leadership, shared decision-making,
collaboration and rapid innovation
• The evolving digital technologies of cloud, social, analytics and mobile are the key
enablers of this agile organisation
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24. Find out how your business can successfully
transition to Organisation 3.0. Download:
Accelerating a customer
experience culture -
Organisation 3.0
Download now