FRIDAY, MARCH 6, 8:15am – 10:00am –
Customer centricity is one of the most overused—and misunderstood—ideas in modern business. When done well, it creates real differentiation and long-term value. When done poorly, it destroys customer trust, erodes brand equity, and has cost more than a few CEOs their jobs.
In this CEO session, we will build on key paradigms from Rory Sutherland’s work and explore what actually defines great customer-centric organizations—not in theory, but in practice.
The discussion will examine:
- What customer centricity really means beyond slogans and dashboards
- The role of people, culture, incentives, processes, and data in shaping customer outcomes
- The difference between organizational value creation and customer value creation—and where misalignment quietly kills performance
- How customer-centric strategies differ across industries, including service-based organizations, CPG, and financial services
- Why customer centricity is an expensive proposition—and how getting it wrong can do more harm than good
- And finally, how AI changes (or doesn’t change) the equation
Drawing on more than 20 years of experience, including executive and MBA-level workshops at IMD Business School in Lausanne and the University of Toronto, this session will combine real-world case studies, research, and informed opinion—adapted for a practical, operator-level CEO audience.
This will be a candid, peer-driven conversation focused on decision-making, trade-offs, and leadership accountability—not frameworks for framework’s sake.
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