Building a Customer-Centric Organization. Breaking silos and turning customer insight into cross-functional action

​This is an invite-only live workshop for CX leaders who are tired of hearing the same customer complaints over and over again, while nothing really changes inside the organization.

​​You know the issues. Your support team sees them daily. The data is there. But product has their roadmap. Marketing has their targets. Operations has their own KPIs. And somehow, the root problems never get fixed.

​​If you’ve ever thought:
“We talk about being customer-centric, but we’re not actually aligned,”then this session is for you.

​​In this workshop, we will focus on how to:

• ​​Identify where misalignment is really happening in your organization

• ​​Translate customer feedback into something other departments actually act on

• ​​Create structure around follow-up and accountability

• ​​Start building a Voice of the Customer program that drives real decisions, not just reports

• ​​Influence stakeholders and get cross-functional buy-in without relying on authority alone

​​I’ll also share personal experiences from building and contributing to customer-centric programs in organizations like Amazon and Samsung, what worked and what actually moved the needle.

​This is practical guidance you can take back to your company the next day.

​​If you’re serious about turning CX from a reporting function into a driver of action, register and join us. Please note there are limited spots.

​Agenda

​09:45 – 10:00
Welcome coffee & arrival
Settle in, informal introductions, and initial conversations with fellow participants.

​10:00 – 12:00
Interactive Workshop
Deep dive into building a structured Voice of the Customer program, aligning stakeholders, and creating accountability that drives measurable results.

​12:00 – 13:30
Lunch & Networking
Continue the discussion over lunch, exchange experiences with peer leaders, and build meaningful connections in a focused, high-level setting.

​Note: Free parking 5 few min walk from the event location. We will finish with lunch and networking.