MASTERCLASS: Customer Obsession

MASTERCLASS: Customer Obsession

How do you develop a customer obsession culture within your organisation ?

  14 June 2018 (10-18h)
  Parker Hotel (Diegem)
  Price: 720 EUR (excl. 21% VAT)

  Presented in English by Gerry McGovern


Full Programme:
9.30h - 10.00h
Registration and welcome of the participants with Coffee/Tea and Croissants and Networking Opportunity
10.00h
Session 1: Humility
  • From organisation-centric to customer-obsessed
  • From ego-based hierarchy to evidence-based
  • From product culture to service culture
Session 2: Agility
  • From stand-alone projects to rapid, continuous iteration
  • From built to last, to built to change
  • From silos to multidisciplinary, cross-functional collaboration
Around 13.00h
Lunch Buffet and Networking Opportunity
Session 3: Simplicity
  • From addition to subtraction
  • From making it easy for the organisation to making it easy for the customer
  • From fake news to facts and truth
Session 4: Manage the customer task
  • From input-based to customer-outcome metrics
  • Quantifying the customer experience with top tasks
  • Measuring customer time and effort
17.30-18.00h
Q & A, Summary and Conclusions
18.00h
End of this Workshop

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