Geoff Ables, Founder of C5 Insight and author of The LUCK Principle: Business Results at the Intersection of People and Profit
Creating a Customer-Centric Company: 5 Principles for Customer Experience Success
“The reason for employee engagement is the passionate pursuit of a better customer experience.”
Being customer-centric is far from being a new concept, but the techniques and digital workplace tools that can make it a reality have advanced significantly in recent years. In this session, author Geoff Ables will share case studies of what a customer-centric organization looks like, how your data, processes, people, and culture have to align, and organizational disciplines that result in the best customer experiences. It is targeted towards individuals who want to go beyond technology solutions, and want to drive change – even transformation – in their businesses. Leaders in operations, sales, marketing, technology, HR, and service will find this to be an engaging session.
– Understand the 5 common-sense, but not commonly practiced, rules for customer engagement
– Learn the differences between standard business processes and relationship business processes
– Successfully engage leaders in relationship-building projects while avoiding common leadership pitfalls
– Know why companies are failing at failure, and how to learn more from failures
About the Speaker:
Geoff Ables is an author, speaker and entrepreneur. Now regarded as a thought leader on customer and employee engagement, his insights have been seen and heard in dozens of global venues, including: National Public Radio, BusinessWeek, USA Today, EuroForum, The New Zealand Direct Marketing Journal, The Direct Marketing Association, Digital Summit; and in boardroom briefings across the country. He is the author of The LUCK Principle: Business Results at the Intersection of People and Profit, other books and articles, and is a prolific blog writer on topics related to leadership, customer and employee relationships, and the future of work. He founded C5 Insight, a customer and employee engagement consulting firm, in 2002, and has consulted with hundreds of companies in a broad range of industries. The firm has twice been named to the Inc. 5000 list of fastest growing companies.