& 1 October 2020

Leading Expert in Customer-Focused Business

Strategies

DON PEPPERS

wobi.com/online-events

29 - 30 September

CUSTOMERCENTRICITY

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 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.

WHAT IS ONCUSTOMERCENTRICITY?

3DAYS

6HOURS

3SESSIONS

100%DIGITAL

Customers will create the most value for you at the point they think you are creating the most value

for them

Don Peppers

Leading Expert in Customer-Focused Business Strategies

DONPEPPERS

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.

CUSTOMERCENTRICITY

SESSIONS

1

2

WHY CUSTOMER EXPERIENCE IS EVERYTHINGTUESDAY 29 SEPTEMBER

Beyond Satisfaction – Don’t be satisfied with satisfaction. Get your customers engaged, stimulated, involved, and committed to the success of your business.

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

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.

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

ALIGNING YOUR ORGANIZATION AROUND CUSTOMER CENTRIC PRINCIPLESWEDNESDAY 30 SEPTEMBER

Align Incentives with the Value Customers Create – Why it’s dangerous to measure and reward employees based solely on short-term profits or costs, rather than the long-term value created by customer-centric successes.

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.

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.

DURATION OF EACH SESSION: 2 HoursEACH SESSION BEGINS AT: 11:00AM ET (New York) | 10:00AM (CDMX, Bogotá, Lima) | 12:00PM (Buenos Aires) | 4:00PM (UK, Lisbon) | 05:00PM (Berlin, Madrid, Rome)

SESSIONS

3THE ROLE OF LEADERSHIP AND CULTURE IN BUILDING A CUSTOMER CENTRIC BUSINESSTHURSDAY 1 OCTOBER

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.

The Importance of a Unifying Purpose – How to ensure that all employees know and agree on “the direction of success” for the company - and why this unifying purpose must transcend the business itself, even the business model.

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. How to foster a customer-centric culture from the bottom-up thinking of engaged employees, and not simply from top-down rules and processes.

Human to the Max – Revealing the limitations of automation and artificial intelligence: how and when to empower employees to manage individual customer experiences, individually.

Six Leadership Behaviors of Customer – Centric Executives – Why managers at a customer-centric company will have different priorities than those in a more product-centric company, and how to instill these priorities in your own company’s management ranks.

SPECIAL OFFERValid through 11 September 2020

TICKET INCLUDES:

3 tickets429 USD

Regular price747 USD

5 Tickets699 USD

Regular price1,245 USD

10 Tickets1,299 USD

Regular price2,490 USD

1 Ticket149 USD

Regular price249 USD

wobidigital@wobi.com www.wobi.com/online-events

FOR MORE INFORMATION REGARDING PACKS OF MORE THAN 10 TICKETS OR SPONSORSHIPS

ACCESS TO THE 3-DAY DIGITAL EVENT

CERTIFICATE SIGNED BY DON PEPPERS & WOBI

EXECUTIVE SUMMARY

EXCLUSIVE AUDIOVISUAL CONTENT POST-EVENT