SESSION DESCRIPTION

Many organizations aspire to be customer-centric, yet few succeed in embedding it into everyday behaviours and decision-making. This roundtable will explore what genuine customer centricity looks like in practice and why so many attempts stall at the level of vision statements. Together we will examine the barriers created by silos, competing priorities, and leadership gaps, while sharing practical ways to overcome them. Participants will be encouraged to exchange their own experiences and explore how the 3 M’s of Motivation, Mindset, and Methodology can help organizations move from rhetoric to reality.

Key takeaways include:

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

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

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

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SESSION FACILITATOR

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.