Summary
Like design leaders, CEOs are working hard to deliver customer-focused experiences—only under a different set of constraints, ranging from integrating efforts across corporate silos to managing the involvement and expectations of corporate boards. Who are CEOs looking to lead, what are their expectations, and how are they shifting in their management styles to differentiate, compete, and win in this new era of digital transformation, collaboration and high customer expectations? Iram Shah will share insights from her global executive experience of over 25 years in fortune 200 companies like Coca Cola, Pepsi, BP, Zurich Financial, Schneider Electric and now advisor to CEOs on growth and transformation.
Key Insights
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Emotional connections drive customer loyalty and differentiation.
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Understanding the 'why' behind customer behavior is crucial.
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Employees are as vital as customers in creating a positive experience.
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CEO and board dynamics are changing to include focus on customer experience.
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Diversity in leadership leads to more holistic perspectives on customer needs.
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Trust between employees and management fosters better outcomes.
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Organizations must prioritize long-term value creation over short-term profits.
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Authentic leadership involves transparent communication and addressing employee concerns.
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Customer obsession without employee engagement is unsustainable.
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Technology cannot replace the need for human connection in business.
Notable Quotes
"I'm so bogged down into what and how that I forget why he is playing the game in the first place."
"When we connect with our customers and we know the emotional reason, we create a differentiation, a competitive advantage that is hard to copy."
"Wisdom for most of the time only comes from failure, not always from success."
"Intelligence is the pursuit of knowledge and it can tire the seeker; wisdom is the pursuit of truth."
"The most important stakeholder in this entire process is you, the employees."
"Trust is very important in delivering a successful customer experience."
"A happy employee leads to a better customer experience."
"If you are not inspired or motivated, you will not be able to connect the dots."
"At the board level, there's a change happening from cost-cutting to focusing on long-term growth and transformation."
"The gap between what and why grows larger as companies scale."
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