SPEAKER

James H. Killian, Ph.D. Dr. Killian has 25 years of global leadership experience at Qualtrics, SAP, IBM, Hogan Assessments, and has led several startups to growth and acquisition. He is also professor of practice at Michigan State University where he teaches and conducts research on the topic of employee experience (EX), customer experience (CX), candidate attraction, technology and the future of work, the importance of addressing diversity, equity, inclusion and belonging at work and other drivers of employee engagement and experience. He has authored over 50 publications on the topics of leadership, measurement, employee experience and customer experience.

DESCRIPTION

The session will capitalize on recent research that distinguishes four types of customer leaders:(1) Customer-Avoidant,(2) Customer-Tolerant,(3) Customer-Centric and(4) Customer-Driven.In this session, prior research will be summarized concerning the characteristics of and how to identify each of the four leader types. This will include examples of leaders in the public eye who represent each of the four Customer-Leader types and key implications on financial performance of the organizations they lead.

The session will conclude with two primary takeaways. The first key takeaway is an examination of assessment strategies to conduct an audit of organizational leaders. The second key takeaway will be an overview of a playbook designed to enhance customer-driven leadership behaviors and metrics that empower teams to deliver brand-differentiating customer experiences.