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

Event factfile

Date of event: 26 September 2017
Event ends: 26 September 2017
Start time: 10:30
End time: 17:30
Price: Exclusive to members of The Henley Partnership.
Building a Customer-Centric Organisation - Part Two 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 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.

Building on Part One, she will deepen some of the key concepts and provide new thinking in the areas of customer centricity.  This session will include insights from her latest research, where she has delved into the best practice of service excellence companies that consistently deliver a superior customer experience.

It will also examine developing areas such as changing consumer behaviour and the neuroscience of customer service.  She will also 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.

Specifically this session will examine the role of employees in creating brand differentiation by developing the right kind of organisational culture and climate. This session will build on your understanding of the fundamentals, to extend your knowledge and thinking in this crucial and critical driver of future success.

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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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