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Customer Centricity: Game Changing Strategy Design & Execution

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Embrace game-changing customer centricity to revitalise your strategy and expand your business into new markets.​​​​​​​​​​

The aim is to provide delegates with an understanding of the strategic significance of game-changing customer centricity and insights on how successful brands are able to bring lifetime customer value.  Delegates will learn how to develop a business case for achieving disruptive customer centricity, design a route map to implement customer-centric transformation and and gear strategies for successful entry into emerging economies where customers are leapfrogging to new and modern concepts​.

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Who should attend?

General managers, functional directors,
executives, senior managers and heads of
functional areas.

Senior executives are encouraged to bring a
team with them to allow for implementation of the concepts back in the workplace.

How you will benefit:

At the end of the programme, you will be able to:

  • Understand the strategic significance of customer centricity that is game-changing, how to make this happen and accelerate the process.
  • Find and articulate new "market spaces" that open up game changing opportunities.
  • Reflect on the "on demand" and "sharing economy" and it's relevance. 
  • Define and design specific product and new service value-add innovations that build brand and bring durable lifetime customer value and advocacy in today's setting and markets.
  • Build a strategic architecture and story to get buy-in, alignment and social approval.
  • Develop a business case for achieving disruptive customer centricity.
  • Design a route map to implement a customer centric transformation.
  • Gear strategies for successful entry into emerging economies, where customers are leapfrogging. ​

Key focus areas:                   

Day one:
  • Getting the logic and language right;
  • Opening up new ‘market spaces’;
  • A methodology for identifying disruptive new value opportunities;
  • New ways to eliminate waste and cost;
  • Using the customer activity cycle to build lifetime value;
  • Monetising the customer model;
  • New intangibles and building and measuring social capital;
  • New account management models;
  • Making success sustainable; and
  • Social media and its role in customer
  • experience.

Day two:
  • Integrating social investments into customer centricity;
  • Reverse innovation and relevance to
  • growth;
  • Emerging market strategies that create virtuous circles;
  • Challenges with game-changing implementation;
  • Emerging markets: special opportunities and challenges;
  • A model for a phased implementation process with the 10 breakthrough points and defining moments;
  • Determining pace and practicality given the enterprise culture and markets;
  • Operating on twin tracks;
  • Getting traction and buy-in inside and out; and
  • Getting the payoff of lifetime customer value and what that takes.

Cancellation Policy:


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