EXECUTIVE BRIEFING • CUSTOMER INSTITUTE CERTIFIED • FOR LEADERS & BOARDS
Executive Briefing on Customer Centricity
Description
The Executive Briefing helps leaders decide how customer-centric their organization should be – and what that choice does to the bottom line. In one focused day, you move from the big picture to concrete next steps for your own business.
You’ll look at why the world’s leading brands put customers first, weigh your own strategic options and what each one returns, take an honest reading of your current maturity, and map the journeys ahead – in strategy, culture, organization, and governance.
It’s built for decisions, not note-taking. You leave aligned on a direction and a short list of resourced next steps – with a workbook to keep and a complimentary follow-up conversation whenever you need it.
A Customer Institute Certified Briefing
Certified by the Customer Institute as meeting best practice in executive education.
Ideal for
Executives & C-suite
Functional & regional leaders
Board members
Duration
One focused day, on-site. Also available condensed, or delivered live online.
Formats
• In-house on-site
• Virtual briefing
Facilitator
Stefan Osthaus – President of the Customer Institute, global keynote speaker and former Fortune 500 CX/EX leader.
Certification
This briefing program is certified by the Customer Institute.
Ways to run the briefing
The same briefing, shaped to your setting – for your own leadership team and your board.
Board Session
A focused half-day for the board on the options, the risks, and the bottom-line impact.
Agenda
One day, morning to late afternoon. The in-house version is shaped around your industry and your strategic questions.
The case and your options
Customer What?
Why top global brands have made customers their focus
- How brands like Google, Amazon, or Microsoft have raised to the top or turned around with customer centricity
- Trends and impact on your sector, your industry as well as around the globe.
- The pixie dust in every customer centric strategy
What do I have to do with Strategy
Strategy options for our organization and their impact on our business
- Corporate strategy vs. business unit and functional course of action – how does customer centricity show up?
And what’s the point of all this?
Return-on-Investment from customer centricity initiatives
How customer-oriented are we?
Organizational maturity levels in customer centricity
- Basic elements of a customer-oriented strategy
- What is our current customer centricity “maturity level”?
What do we want it to be? What’s in our way to get there? - The CX Assessment as an objective assessment of one’s own customer orientation
Culture & Impact
Customer orientation as a journey – where are we headed?
- The Strategy Journey
- The Cultural Journey
- The Organizational Journey
- The Governance Journey
So what?
Putting insight to work (individual implementation planning)
- What can we do now … given our resources?
- What are best practices in our situation?
- What help is available?
Material: Seminar workbook, included in the participation fee
Post-event follow-up: Complimentary individual follow-up conversations with the Stefan Osthaus are available as part of this program
Your Facilitator
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.
Included in this program
The Executive Workbook
The frameworks, benchmarks, and decision aids from the day, to keep.
Resources & templates
A strategy-options matrix, a maturity self-check, and a return-on-CX model you can reuse.
Alumni space
Keep access to the alumni area for updates and to compare notes with peers.
Optional ongoing advisory
Lightweight ‘sherpa’ support as you put the strategy in motion.
Global CX Community
Membership in the Global CX Community of practitioners.
Community Pro upgrade
36 months of GCXC Pro membership – expert sessions and best practice reports included.
Lifelong access to all briefing material
All briefing material will be accessible to you whenever you need it
Program brochure
The full agenda, the strategic questions we tackle, and how to bring the briefing in-house.
Contact us with any questions you might have – about content, formats, group bookings or invoicing.