How can customer centricity be successfully established in an organization? And how can teams be empowered and encouraged to define their role and contribution to better customer experiences?
In her keynote speech, Luise Hübbe talks about the typical mistakes made when implementing customer centricity in companies. She explains how these challenges can be addressed.
CX leaders will then talk about their challenges, experiences and successful strategies for transforming companies into customer-centric organizations.
Joining them will be Kai Müller (CEO of Experience One), Julia Koch (Managing Director at Sparkassen Finanz Informatik), Sven Markschläger (Chief Digital Officer of Krombacher Brauerei and startup investor), and Sandra Cameron (ICF Executive & Team Coach and Business Transformation Partner).
When asked what leaders can do to empower people, Sandra Cameron, ICF Executive & Team Coach and Business Transformation Partner, says, “Change creates uncertainty and fear. Google did a study called ‘Project Aristotle’. The question was: what makes teams high performing? The two most important criteria are: psychological safety and trust, and meaning and purpose. That’s what matters.”