Webinar: "Customer Centricity" - the Key To Successful BPM Program
The customer agenda has been with us theoretically for decades but the implications and practical implementation is still relatively immature. The implications of better harnessing the customer agenda are simply massive from a business performance and competitive differentiation perspective. They impact virtually every aspect of how a company should operate.
This webinar explains how Successful BPM programs are structured to bring in some of the more recent advances in customer centricity.
Understand why the customer agenda is now superseding virtually every other initiative in terms of strategic importance. Hear case studies around both the winners and the losers. Understand why traditional approaches such as Voice of Customer only uncover about 60% of the potential prize. Learn how to create an understanding of customer outcomes and experience needs that significantly exceeds what the traditional “best in class” can deliver. We then discuss the implications of this understanding on the most modern BPM learnings and workshops.
About The Speaker
Charles Bennett is a thought leader, lead coach and Director of iCMG’s rapidly growing BPM Business Practice. He combines Advanced thinking in BPM and Enterprise Architecture to drive rapid business performance change and innovation with both developing companies as well as Fortune 500 and FTSE companies, at both Head Office and subsidiary level, all over the world.
As a change expert he can lead change initiatives from business concept to delivery – mentoring, delivering and shaping change from practitioner to CEO/Board level, across 30 countries, and delivered multi-million dollar change projects into retail, corporate and investment banking, insurance, outsourcing, public sector, pharmaceuticals and IT/Service industries. His background in establishing, stabilising, accelerate and/or recovering programmes plus his previous experience as a lead coach delivering workshops all over the world makes him an invaluable resource to workshop delegates who are looking to blend expert knowledge with pragmatic, immediately usable delivery techniques. Charles is a regular contributor to change conferences as both Chairman and Keynote speaker and is a regular contributor to C Level Roundtables and has authored numerous articles. He also lectures on a part time bases on European University and Business School MBA Programmes.