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WOBI ON CUSTOMER CENTRICITY

THE 100% DIGITAL EVENT WITH DON PEPPERS

WHAT IS WOBI ON CUSTOMER CENTRICITY?

Led by Don Peppers, one of the world’s most respected experts on customer experience and customer focused business strategy, this 100% digital event will offer in-depth insights into how to build and maintain a truly customer-centric business. In three sessions taking place over three days we will learn why customer experience should be a fundamental part of your business strategy; how to align your organization around customer centric principles; and the role leadership and culture play in building a truly customer centric business.

Would you like to receive more information?

BENEFITS PER TICKET

On-demand access to all event content for 30 days

Executive Summary document

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Access to event materials provided by Don Peppers

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All sessions available in English, Spanish and Italian

ABOUT DON PEPPERS

Leading Expert in Customer-Focused Business Strategies

Don Peppers is one of the world’s most respected experts on customer experience and customer-focused business strategies. A best-selling author and marketing futurist, Don has educated and motivated audiences around the globe on how businesses can compete in a dynamic, technologically fast-moving world. He has written nine books with business partner Martha Rogers, including the hugely influential The One To One Future.

His latest book, Customer Experience: What, How and Why Now, provides insights and “how to” recommendations for building and maintaining a truly customer-centric business.

AGENDA

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SESSION 1

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2 HOURS

Why Customer Experience is Everything

1. Beyond Satisfaction
Don’t be satisfied with satisfaction. Get your customers engaged, stimulated, involved, and committed to the success of your business
2. Transformation at the Speed of Customers
Why speed and agility are paramount as the quality of the customer experience is rapidly improving in every business category.
3. Customer Insight and Empathy
To treat a customer relevantly you must know what it feels like to be that customer: How to understand what different needs your different customers have.
4. Extreme Trust
How extreme trust generates extreme loyalty, as well as customer advocacy. And what it means to always act in your customers’ interests, proactively.
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SESSION 2

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2 HOURS

Aligning Your Organization Around Customer Centric Principles

1. Align Incentives with the Value Customers Create
The danger of measuring and rewarding employees based on short-term profits or costs, rather than the long-term value created by customer-centric successes.
2. How to Talk About Customer-Centricity with the CFO
Keys to focusing on the economics of customers, rather than on the accounting process. Linking short-term metrics (like voice-of-customer feedback) to likely changes in the long-term value still to be created by customers.
3. Aligning and Getting Value from Employees
Start with job satisfaction, engagement, and intrinsic motivation. Add employee-ready systems and technologies, psychological safety, and diverse ideas, then stir vigorously.
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SESSION 3

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2 HOURS

The Role of Leadership and Culture in Building a Customer Centric Business

1. Why Culture Eats Strategy for Breakfast
But Also Strangles Innovation in the Crib – How a company’s unwritten rules and customs play a critical role in how any customer-centric effort is understood and implemented.
2. The Importance of a Unifying Purpose
How to ensuring all employees know and agree on “the direction of success” for the company – and why it must transcend the business itself, even the business model.
3. The Self-Organizing Company
When employees are both empowered and engaged with a unifying purpose, there’s no need to require them to delight customers; just let them. Why the strongest customer-centric culture will come from the bottom-up employee thinking, not from top-down rules and processes.
4. Human to the Max
Revealing the limitations of automation and artificial intelligence: empowering employees to manage individual customer experiences, individually.
5. Six Leadership Behaviors of Customer-Centric Executives
how managers at a customer-centric company have different priorities than those in a more product-centric company.

Pricing & Promotions

249 USD
639 USD
1,039 USD
1,999 USD
Select the number of tickets you want:

The ideal learning experience for any team!

If you have any question, want more information regarding packs of more than 10 tickets or sponsorships, contact us.