Live Webinar

Operationalizing Customer Centricity

Fri, Feb 27, 2026 10:00 PM CET

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.
Empty space, drag to resize
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. At Saxo Bank, she transformed the company's approach to customer experience, delivering a 40-point NPS increase and 80%+ CSAT scores by embedding customer feedback into every decision. At Idalko, she helps organizations operationalize customer centricity as part of their digital transformation journey. She knows that sustainable change starts with people, culture, and clear strategy.

Mikkel Korntved

CEO at Loyalty Group
Mikkel is one of Europe's leading experts on customer loyalty and customer insights, with over 30 years of hands-on experience helping organizations turn customer insights into revenue growth. As CEO of Loyalty Group, he has guided hundreds of companies through the journey of becoming truly customer-centric. He understands that operationalizing customer centricity isn't just about better experiences but about building organizations that grow faster, retain customers longer, and create competitive advantages that last.
Limited Seats!

Don't miss out on this exciting launch event!

You'll understand the psychology behind personalization, not just the tactics. You'll see how to apply this at scale with a proven operational framework. You'll get a real-world case study that shows what actually works.