Embedding Customer Centricity in Practice

Michael Brandt is an internationally recognized customer experience expert known for his insightful strategies, engaging keynote presentations, and extensive practical experience in transforming organizations toward customer-centricity. Together with Futurelab Experience's Kari Korkiakoski he will host three hours online training about how to implement customer centricity into practice. This three hours online training will be held on February 26th between 9am-noon. Price: 395 € (without VAT). 

Chapter 1: Foundations of Customer-Centric Thinking

• Distinguish Customer Experience vs. Customer Centricity: internal enabler vs. external outcome

• Define the “Customer Purpose” and align it with business strategy

• Understand why mindset, motivation, and method form the cultural backbone of customer-centric organisations

• Introduce the key traits of a customer-centric mindset: curiosity, empathy, active listening, collaboration, and experimentation

Chapter 2: Embedding the Mindset into the Organisation

• Translate the mindset into behaviours across the employee lifecycle: recruitment, onboarding, development, recognition

• Empower employees at all levels to act in the customer’s interest

• Use journey mapping and feedback loops (VoC and internal channels) to anchor decisions in customer needs

• Create a culture of sharing, psychological safety, and continuous learning

Chapter 3: Sustaining Progress through Structure and Leadership

• Align KPIs, OKRs, and reward systems with customer-centric goals

• Role of leadership in modelling, communicating, and reinforcing the vision

• Institutionalise CX via an operating model: measurement, prioritisation, delivery

• Celebrate wins, build internal advocacy, and adapt continuously to keep customer centricity alive