SPEAKER

Michael joined the ABB Group in 1995, serving in senior management roles, including as Managing Director of a Japanese subsidiary. From 2012 to 2020, he led ABB’s global programme for Process Excellence in Customer Care, overseeing corporate CX transformation programmes and training initiatives.

Now a consultant and trainer, based in Lugano, Switzerland, Michael offers tailored CX training and consulting services. He is also a guest lecturer at the Zürich University of Applied Sciences – School of Management & Law.

‍

SESSION DESCRIPTION
‍

Many organisations claim to be customer-centric, but only a few manage to translate the ambition into everyday reality. In this session, I'll explore what true customer centricity means and why so many companies struggle to achieve it. Drawing on practical experience from global programmes, I'll outline the barriers created by silos, misaligned incentives, and leadership gaps, and how to overcome them. Participants will discover how to turn customer-centricity from a vision statement into lived practice, using the 3 M’s framework of Motivation, Mindset, and Methodology as a pathway towards lasting impact.

Key Takeaways:

1. Shared understanding of the core elements of a truly customer-centric organisation.

2. Insights from peers on overcoming structural and cultural barriers to customer centricity.

3. Practical tools and frameworks, including the 3 M’s, to translate vision into daily practice.

‍