Nils Schmeling

CX Navigator: currently customer lead at ING startup, N3Wstrategy
N3W Strategy


2:30 PM INSTILLING A LASTING CULTURE OF CUSTOMER CENTRICITY

  • The secret of the customer centricity approach of worldclass organisations
  • How to measure the successful implementation of customer centricity
  • The role of leadership in changing the culture of an organisation 
  • How to make your brand synonymous with customer centricity from the beginning of the customer journey 

3:00 PM WORKSHOP: CUSTOMER CENTRICTY

  • The story behind the CX drivers & worldclass organisations examples
  • Moving CX culture up the hierarchy 
  • The role of the behavior and actions of leadership in achieving customer centricity
  • Balancing priorities:  CX, efficiency and profit 
  • The need to learn from benchmarks outside your business to outperform your CX