CTO Forum

RETHINK CUSTOMERS / Delivering Jaw-dropping Customer Experiences

RETHINK CUSTOMERS / Delivering Jaw-dropping Customer Experiences

February 11 and 12, 2021

Why do some customer experiences have that kickass “wow” factor, making them all destined for success, while others get few, if any, enthusiastic customer responses?

The reality is that most of today’s customer experiences are mediocre, forgettable and some are plain awful. According to 2018 Accenture survey, 61% of consumers switch companies that no longer meet their needs, whereas,
a multichannel bank leaves $124 million on the table for every 1-point decline in its CX Index Score.

Forbes reports that U.S. companies lose $136.8 billion every year to avoidable consumer switching. But once in a blue moon, an experience is so great that it leaves positive memories for years.

How do we change this? Digital transformation will result in an explosion of touch points and complex interactions with customers, including behaviors and value drivers that we’re not aware of today. How do you create an organization that’s deeply committed to its customers?

Topics include: Operational choices and customer behavior, commitment and empathy, transparency, and customer engagement. True focus on relevance anchored on trust and total transparency to customers. Richer intimacy for deeper understanding of end customer business outcomes to fuel innovation cycles. New levels of customer analytics to precisely measure customer outcomes.

Stefan Thomke, Harvard Business School

Dr. Stefan W. Thomke

Dr. Ryan W. Buell

Dr. Michael I. Norton

Professor Renée Richardson Gosline

Professor Gary Hamel

Daniel Springer, CEO DocuSign

Daniel Springer
CEO, DocuSign

Dr. Harry West, Ph.D. Principal Invisible Design

Dr. Harry West, Ph.D.
CEO, Invisible Design

Barbara Humpton
President & CEO, Siemens USA

February 11
11:00 AM – 1:00 PM EST
Lecture, Case Study, Workshop (Case TBA)
Dr. Stefan H. Thomke
William Barclay Harding Professor of Business Administration, & Chair, General Management Program, Harvard Business School
1:30 – 3:30 PM
Lecture, Case Study, Workshop
Professor Ryan W. Buell
Finnegan Family Associate Professor of Business Administration, Harvard Business School
4:00 – 6:00 PM
3 INDUSTRY CASE STUDIES Q&A
6:00 PM Adjourn
February 12
11:00 AM – 1:00 PM EST
Lecture, Case Study, Workshop (Case TBA)
Dr. Michael I. Norton
Harold M. Brierley Professor of Business Administration, Harvard Business School
1:30 – 3:30 PM
Lecture, Case Study, Workshop
Professor Renée Richardson Gosline
Senior Lecturer at Sloan School of Management, & Principal Research Scientist, MIT’s Initiative on The Digital Economy, Massachusetts Institute of Technology
4:00 – 6:00 PM
Lecture, Case Study, Workshop
Professor Gary Hamel
Visiting Professor of Strategy and Entrepreneurship, London Business School
6:00 PM Adjourn

The Digital Transformation Flywheel: Customers
In this session, learn how leaders actively develop customer-centric organizations to deliver optimal customer engagement; How human-centered design transforms customer experience; How leveraging behavioral insights empowers customers to personalize their experience throughout multiple digital channels and devices; How a well-crafted transparency strategy can foster trust and become a powerful leadership tool; and more.

The Digital Transformation Flywheel Customers Operations Strategy Technology Culture Data

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