Building a Customer-Centric Organisation

Event factfile

Date of event: 22 November 2016
Event ends: 22 November 2016
Start time: 10:30
End time: 17:30
Price: Exclusive to members of The Henley Partnership
Building a Customer-Centric Organisation

Building a Customer-Centric Organisation

With Professor Moira Clark

Do you know what it means to be truly customer-centric?  Are you aware of how customer behaviour and customer needs is changing? Join this event to update your knowledge of the customer agenda, and examine the latest confirming and challenging findings from Henley research.

Moira Clark has spent the last nine months of her sabbatical on the trail of discovering how to build a customer-centric organisation and achieve a superior competitive advantage. This event will provide insights from her latest research, where she has delved into the best practice of service excellence companies that consistently deliver a superior customer experience.

At this event, she will explore insights into the key drivers of business performance through adopting a customer-centric approach. She will consider the importance of changing consumer behaviour and how changing technology is shaping customers’ lives.  Specifically, she will examine the importance of pain and pleasure in mapping customer journeys and the role of employees in creating brand differentiation.

Finally, she will address the critical issue of what the future holds for customer experience – the insights and the capabilities that you need to manage tomorrow’s opportunities.

Follow us on @HP_Henley #BCUCO

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Contact Us

For more information please contact Emily Hilbourne by email at or by phone on +44 (0) 1491 418 855.

Getting There

Greenlands Campus

Henley Business School,