THE WORKSHOPS’ TOPIC
The importance of Corporate Strategy
With ever-increasing customer expectations, rapid market & technological change, disruptions from new entrants, increasing levels of regulation & reputational risk, along-side ever greater shareholder scrutiny on performance, business leaders are being forced to continually re-evaluate their operational strategy and ask themselves the key question as to whether they are organized in the optimal way to deliver their business strategy and maximize shareholder value. This cannot be done without a structured approach to identify, prioritize and implement changes to the operating model and refinements of strategic targets.
Voice of Customer - Market Capability
Technology has changed the way businesses engage with their customers. The high-level of personalization digital marketing technology now affords businesses, sets high expectations among customers for how they will be treated at every touchpoint. To create brand advocates and generate customer loyalty, while increasing average order value, businesses must deliver on their brand promise or risk the wrath of the digitally empowered consumer. Smart businesses implement processes, data & analytics, to match customer experience with expectation, while aligning with commercial realities.