Recorded Webinar

Operationalizing Customer Centricity

Most organizations understand that customer centricity matters. But few know how to embed it into their operations and turn it into measurable business results. Join Anne-Laura Janssens and Mikkel Korntved as they reveal how to operationalize customer centricity across your entire organization; and why it's the foundation of sustainable growth.
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Anne-Laura Janssens
Chief Marketing & Customer Experience Officer, Idalko
Mikkel Korntved
CEO Loyalty Group
ABOUT THIS WEBINAR

What you master after this webinar

This webinar is for any professional responsible for customer experience, organizational strategy, or customer insights who wants to move beyond good intentions and build a customer-centric organization that actually delivers results.
“Customer Centricity is also about making money.”
Mikkel Korntved, CEO Loyalty Group

Building the Foundation

Understand how to embed customer-centric thinking into your organizational culture, from frontline employees to the C-suite. Learn the change management strategies that make it stick.

Creating the Systems

Master the research methods, journey mapping, and feedback loops that turn customer insights into actionable strategy. Discover how to build systems that scale.

Proving the
Impact

Learn how to measure customer centricity and link it directly to business outcomes; revenue, loyalty, retention, and competitive advantage. Get the frameworks executives actually care about.
Learn from the best

Our speakers

Anne-Laura Janssens

Chief Marketing & Customer Experience Officer at Idalko
Anne-Laura has spent her career building and embedding customer-centric strategies across organizations. She transformed Saxo Bank's approach to Net Promoter Score and delivered a huge 40 points increase.
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Watch Anne-Laura explain why customer satisfaction is merely the "Olympic minimum," arguing that true loyalty only stems from emotional delight rather than functional service. She breaks down the Kano model to show how businesses must distinguish between basic hygiene factors and unexpected "delighters" to keep customers from switching to competitors.
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Watch Mikkel Korntved expose the "perception gap" between top management and frontline staff regarding how customer-centric an organization truly is. He introduces a CX maturity heat map to evaluate if a company is genuinely willing, skilled, able, and aligned to deliver a consistent experience across all departments.

Mikkel Korntved

CEO at Loyalty Group
Mikkel is a customer research expert and CEO of Loyalty Group. He has dedicated over 30 years to helping organizations move beyond surface-level satisfaction, using data-driven insights to build profitable strategies grounded in deep, measurable customer loyalty.

Don't miss out on these insights

You’ll discover the "perception gap" between management and the frontline that quietly undermines customer-centricity. You'll see how to audit your organization’s maturity using a heat map that measures if your teams are truly willing, skilled, able, and aligned to deliver.