Rising customer expectations and customer power brought about by social and mobile technologies have made it more challenging for organizations to remain relevant to their customers. This drives the need for a deeper and broader enterprise-wide perspective of the customer, not just the customer-facing parts of the organization. 

This forum seeks to answer these questions: 

• “How can our organization adapt and remain relevant to our customers or citizens we wish to serve in the era of permanent and accelerating disruption?”
• “How can we adapt as fast as the world is changing around us?”
• “How can we offset commoditization and deliver a more profitable business?”
• “How can we engage our citizens and make our services more relevant?”
• “How can we turn customers into advocates?”

The answer is through Customer-Driven Transformation.

In this forum we will examine some of the critical capabilities organizations must embrace if they are to meet this challenge:

• Creating a ‘customer culture’ and the challenge for CEOs and the leadership team
• Marketing in the era of rapid evolution: new technology, roles and approaches
• Creating and harvesting customer contextual insights
• Creating continuous value through adaptive innovation management
• Building the seamless omni-channel customer experience
• Collaboration inside the enterprise and throughout the supply chain
• Turning Big Data into real-time, actionable insight
• Developing an enterprise architecture that allows for rapid customer-driven transformation

• The changing roles of the CEO and leadership team in creating the conditions for customer- driven transformation
• How marketing has to evolve in order to meet the transformational challenge in partnership with IT and other line of business stakeholders
• Hear case studies of how leading organizations are successfully harvesting both operational intelligence and customer insights to sense and respond to rapid change and gain advantage
• Hear how leading organizations are embracing highly collaborative, engaging and disciplined techniques to create game-changing breakthroughs in the value customers and citizens receive
• How to embed the Voice of the Customer in the enterprise to keep the organization on the right customer-driven trajectory
• Find out how disruptive technologies are being harnessed by leading organizations to enable the customer driven transformation
• How to use an architectural approach to support customer-driven transformation

During the event you can tap into Ovum’s expertise through one-to-one  consultations with our analysts at the Analyst Clinic.

Here, in 30  minute meetings, you will be able to discuss the challenges  facing your  organization and get personalized advice on how the latest  trends in  business technology will affect your business and your  industry sector.  Ovum’s global IT and Telecoms analyst team and experts  in their  respective fields, are available to meet with you. We  encourage you to  take advantage of this experience by securing a  one-to-one meeting in  advance to be sure of availability, or on the  day.

• CMO
• CIO
• VPs/Directors/Managers of Customer Service/Call Center Mobile
• Line of Business Managers
• IT Directors/Managers
• Marketing Directors/Managers
• Sales Directors/Managers
• Business Analysts