Building a Customer-Centric Organisation - Part One with Professor Moira Clark

Event factfile

Date of event: 16 May 2017
Event ends: 16 May 2017
Start time: 10:30
End time: 17:30
Price: Exclusive to members of The Henley Partnership.
Building a Customer-Centric Organisation - Part One with Professor Moira Clark

Are you aware of how customer behaviour and customer needs are changing? Do you know how to deliver great customer service?  Join this event to improve and update your knowledge of what it take to be truly “customer centric”.

Moira Clark has recently returned from a sabbatical, where she was hot on the trail of discovering how to build a customer-centric organisation and achieve superior competitive advantage.

This event will show how customer centricity drives performance, examine what it means to be “customer centric” and look at how service excellence companies are consistently delivering a superior customer experience.

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 various stakeholder perspectives and what makes a ‘perfect’ online and offline customer experience. She will also look at how to map customer journeys for competitive advantage including the importance of emotions in customer journey mapping.

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

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Greenlands Campus

Henley Business School,