Rialto Consulting - People Solutions for Business

Company Think or Customer Think

Friday 23rd February 2018 - 12pm to 2pm


The Truth….
“Brands in the UK are stalling on customer experience” say industry experts KPMG Nunwood.

The survey of UK consumers ranks brands on their Customer Experience Excellence (CEE) score, a weighted average of each brand’s score mapped against six metrics.

And the results are not good – the overall CEE score for the UK has dropped from 7.33 in 2016 to 7.08, a record low for the UK. Additionally, only 8% of brands saw an increase in performance in the last year.
UK customer experience performance is now behind the United States, with a score equivalent to that of the US five years ago.

Furthermore, “more customers have experienced problems with organisations. The amount of effort customers say they expended in dealing with organisations has increased.” (UKCSI State of the Nation Report Jan 17)

The Lies……

And yet, every CEO states that they are driven by their customer needs.....it's a statement of the obvious....and comments such as:

  1. "driven by our customers"
  1. "put customers at the heart of our business"
  1. "driving decisions from customer insight"
  1. "superior customer understanding"

......are heard all the time emanating from the C-Suite.

The Challenge

So, why are companies saying the obvious and yet customers are not feeling the benefits?

Because people don’t do what they say they are going to do – why? – changing behaviour is more difficult than people like to admit. However, such a challenge represents a significant opportunity for organisations that can change their behaviour and deliver to customer needs. Those that will succeed are those that can deliver experiences that adapt to customers’ changing needs. Companies need to offer their customers straightforward, seamless experiences as well as empathetic, proactive help and advice.

Session Themes

  1. 1. You will be introduced to the theory of Customer Closeness
  2. 2. ….and to the construct of “Company Think” and “Customer Think”
  3. 3. How companies that align these 2 closely are able to enter the Value Creation Zone
  4. 4. What steps you need to take to undertake real behaviour change in your company – turning theory into practise


Speaker Danny Russell will take delegates through the theory of Customer Closeness sharing his experiences of working with organisations such as BA, Sky and O2 Telefonica as well as insights from organisations varying from South West Trains to Uber.  As well as talking through case studies from companies that have entered the Value Creation Zone, Danny will share those that who have (spectacularly) failed to do so.

Delegates will leave the session with a true appreciation as to:

    1. Whether your company is merely paying lip service to Customer Think
    2. What actions you need to take if this is the case
    3. How to deploy the crucial, often missing, aspect of Behaviour Change
Who should attend?

C-Level Directors, Marketing Directors / Managers, HR Directors, Line Managers, Change Leaders, Senior HR Managers OD Practitioners and Leadership Development Specialists.

The forum is held in complete confidence (under Chatham House rules) and will assist you to further innovate, develop, enhance and transform your business.


Danny Russell

Customer Experience Expert

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12:00 arrival
12:15 session commences
14:00 session close

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Richard Chiumento

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For enquiries contact events@rialtoconsultancy.com

Multi award winning business and leadership transformation specialists.

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