THE X Factor of Customer Centricity
Over the past decades, focus on “experience” has grown dramatically. When considering products and services, emotions increasingly are the leading factor. Organizations have come to realize that, in an age where everything is available to everyone, customer centricity is key and experience has become the X factor.
This keynote speech takes the audience on a journey of human change, the effect on organizations and how customer centricity and focusing on Customer Experience (CX) is essential to acquire and retain customers. This strategy has technology as its core, with artificially intelligent algorithms and new interfaces to satisfy the needs of the New Customer.
But the X factor is not only about the customer. An equal focus on Employee Experience (EX) will distinguish great companies from average ones. CX and EX are to go hand in glove for organizations to be successful and this requires a drastic cultural change. One in which processes and procedures need to be rethought from scratch, and where leadership and organizational structure need a thorough make-over. The battle for the employee is on. Every customer-centric company will need to make the journey from CX to EX and back.
The Power of Artificial Intelligence
The Internet was the first wave, Mobile was the second, and now it is time to surf the next big wave: Artificial Intelligence. In “The power of AI”, Nancy highlights how big data and new technologies have brought us on the cusp of a new Augmented Age that will change not only businesses, but the entire fabric of society as well.
Is Artificial Intelligence, too complicated, technical, or boring? This keynote proves the contrary. It provides an easy-to-understand overview of what AI is and how it works, based on scientific research, and animated with lively – and often impressive – examples. These examples will help you grasp concepts like ‘algorithms, machine learning, deep learning, neural networks, narrow and general AI, autonomous AI, supervised and unsupervised learning, reinforcement learning, speech synthesis, image generation and predictive maintenance’ – to name just a few -, in an entertaining manner.
But most importantly, Nancy will convey what Artificial Intelligence can do and how it can contribute to augmenting your business, from gaining exponential improvements in efficiency to acquiring deeper customer knowledge. Outperforming your competitors is there for the taking by also delivering better, more proactive, and personalized customer experiences.
Mind you, it will take guts to start. It will take even more to scale. Changing company culture will be crucial, educating all workers, pursuing AI initiatives with longer timelines, and dealing with the resistance to change. More likely than not, organizational structures will have to be rethought to allow for the success of new business models.
The rewards will be immense.
Market Leadership in The Beyond
Exponentially evolving technology is transforming the outside world like never before. The world of business, too, is changing at the same speed of light and leaders are having a hard time catching up and moving ahead to thrive in The Beyond.
But where must they start? How can they look 30 years forward into an increasingly complex and uncertain future and translate this outlook into a workable plan for the next 3 months? How can they adopt a new mental model? Is it really all about technology? Isn’t it more about changing customer behaviour? Why should everything be fast, fun, and easy? And why is data the new oil and AI a blessing?
The answer is clear. To keep evolving, you have to abandon traditional linear ways of thinking. You have to let the world inspire you. You must look beyond ‘just’ the technology. You must zoom in on the needs of your customers and put them first. Above all, you need to focus on the possibilities out there and keep experimenting.
Healthcare in The Beyond – Patient Centricity is THE Leading Game
Nothing is more important to us than our health, and it will be the healthcare sector that is going to be redefined completely by technology. The whole of humanity will be affected.
Digital has become the New Normal. Mobile has become the New Normal. So have Big & Small Data, Artificial Intelligence and Networks. This keynote speech thoroughly demonstrates how these technological factors have largely affected human behavior. Healthcare will be driven much more by consumers than physicians as the patient is taking control of his own health and his own treatment. In this hyperconnected world, any healthcare company needs to become agile and adopt a fluid strategy.
We can learn from disrupters, as they put the customer in the center of everything they do. Patient centricity will be THE leading game. A new mindset is key to survive, healthcare companies will need to rethink their strategy, but also adopt value-driven behavior embedded in a new type of culture and accompanied by a new type of management structure. This presentation not only focuses on the required strategic shifts, but also provides very practical things you can start doing as of tomorrow.
Using thought provoking images, short videos, and a great sense of humor, this fast-paced keynote speech will appeal to anyone working in a healthcare related company!