Sharing concepts, frameworks and ideas from his new book, “How to Deliver a Compelling Customer Excellence Program” Mark McGregor, Head of Strategy at Signavio, will seek to explain why Customer Excellence is the new business imperative. Only by combining outside-in thinking with inside-out thinking can we build a sustainable business that consistently delights customers, every time they engage with us and generates the required returns for stakeholders.
In this session, Mark will guide you through:
- What customer excellence is and why you need it
- The customer excellence framework and how to apply it
- How to capture customer journeys in hours not weeks
- The importance of communication and the wisdom of the crowd
About the speaker
Mark McGregor is Head of Strategy at Signavio. A former Research Director at leading IT industry analysis firm Gartner, Mark has an extensive background in enterprise architecture, business process management and change management, having held executive positions with a number of technology companies.
Mark has authored or co-authored four books on business and process management, including “Thrive! How to Succeed in the Age of the Customer” and “In Search of BPM Excellence” and “People Centric Process Management”. Widely respected for his knowledge and views on business change, he is the creator of “Next Practice” and has variously been described as a “BPM Guru”, a “Thought Leader” and a “Master of Mindset”.