Stefan Osthaus - Customer Centricity Executive Briefing
Strategic Options & Their Impact on the Bottom Line
19 May 2020
Meet the Trainer
Stefan Osthaus is one of the industry’s top thought leaders and consultants. He has been a leader in Fortune 500 companies for more than 15 years and has held global responsibility for the customer experience of 120 million customers as well as the employee experience of tens of thousands of employees. Stefan now helps leading organizations around the globe to combine their Customer and Employee Experience practices and treat them as two sides of the same coin. Stefan is also president of the Customer Institute, a global keynote speaker, and an insightful author
The Executive Briefing
The Executive Briefing on Customer Centricity with Stefan Osthaus is a high‐caliber one‐day strategy workshop with one of the industry’s top thought leaders. The event is ideal for
Customer Centricity has come a long way, morphing from a utopia idea, to lip service, to experimenting across different functions all the way to a best‐practice‐driven strategic option, that predictably impacts the bottom line.
While Customer Experience Masterclasses teach practitioners how to build an effective CX program, this executive briefing enables corporate leaders to choose the right customer centricity strategy and determine the realistic results and pitfalls of such strategic choices.
The Executive Briefing also enables functional and regional leaders in the organization to effectively translate the corporate vision and strategy for their area of responsibility.
During the Executive Briefing on Customer Centricity with Stefan Osthaus, we will cover all main aspects of determining the customer centricity strategy in a medium to large organization or government entity.
1. Experience What?
Why top global brands have made customers their focus
o How brands like Google, Amazon, or Microsoft have raised to the top or turned around with customer centricity
o The pixie dust in every customer centric strategy
2. What do I have to do with Strategy?
Strategy options for our organization and their impact on our business
o Corporate strategy vs. business unit and functional course of action – how does customer centricity show up?
3. And what’s the point of all this?
Return‐on‐Investment from customer centricity initiatives
4. How customer‐oriented are we?
Organizational maturity levels in customer centricity
o Basic elements of a customer‐oriented strategy
o What is our current customer centricity “maturity level”?
What do we want it to be? What’s in our way to get there?
o The CX Assessment as an objective assessment of one’s own customer orientation
5. Strategy Aspects
(for corporate executives –“we must fund it”):
Customer orientation as a journey – where are we headed?
o The Strategy Journey
o The Cultural Journey
o The Organizational Journey
o The Listening Journey
o The Governance Journey
(for functional and regional leaders – “we must support it”):
Don’t be too customer‐oriented ‐ customer wishes vs. corporate reality!
o Customer requirements: Effect, emotion, and effort
o Corporate reality: Product, process, and people
o The Inside‐Out‐Outside‐In Model
6. So what?
Putting insight to work (individual implementation planning)
o What can we do now … given our resources?
o What are best practices in our situation?
o What help is available?
Beyond the agenda of the Executive Briefing on Customer Centricity, Stefan Osthaus offers a wealth of opportunities to scale‐up the knowledge of board members, acquaint leaders with the principles of customer centricity, network with peers from different industries, hear real‐life best practices and
benchmarks, and discuss your organization’s individual challenges
- The Executive Briefing on Customer Centricity with Stefan Osthaus is a one‐day event. We offer the briefing as public events open to individual registrations as well as in‐house events exclusive to a particular organization or government entity
- Date & Time: 19 May 2020, 9am – 1pm
- Price: Full Price – €1000
- Material: Digital Workbook – included in the participation fee
- Also included in the fee: A one-hour follow-up consultation with Stefan Osthaus at a time convenient for you to discuss the implementation of the discussed items in your individual environment
Book Your Places
If you would like more information, please contact Mark Hamill at firstname.lastname@example.org