When we were conducting the research for CCO Fall, 2019 there was one clear desire that was present on each call; to possess a holistic view of the Customer.
Silos come up in every Industry and role – they do not discriminate; whether that originates from the CCO’s own team, or the Company as a whole.
With this holistic theme in mind, we have chosen to divide the agenda into three dominant sections. This has been done to provide three lenses onto the theme in question, providing the ability to break down the biggest Industry challenges and interrogate them from multiple angles.
We begin each theme by exploring the Mind topic – looking at the overall thought processes and strategies behind the theme, for example - Advisor, Analyst, Acquaintance of the Customer: Identifying the Customer Role
We then enter into the Body and explore the current physical structures and processes which are being achieved. This is a great place for our Insider Sessions, unique 30-minute case-studies allowing our audiences to learn from real experiences, successes, and challenges, for example, Risky Signal Recognition: Safeguarding your Customer both Online and Off (Airbnb)
The third and final lens we provide is the Soul – this encourages our audience to consider their perspectives, opinions, and purpose behind what they are currently doing, and what they want to do in the future. For example: How to Build a Customer-centric Company-wide Culture – Making Everyone a Customer Champion.
After each theme has been explored we will then have a Reflection Time session. Reflection Time is a structured session which allows the audience to piece together the theme that has been discussed in order to approach it holistically.
