CTRL+SHIFT: From fragmented growth to strategic direction
Free
Dutch
Does this sound familiar? Your organisation wants to grow, but customer expectations keep rising — and moving faster than you can keep up.
Your customers’ world is constantly evolving. Not because they’ve suddenly become more demanding, but because their frame of reference is being reset every day — by every great experience, in every industry.
A customer who can sort something out effortlessly via an app expects that same ease everywhere. Someone who feels understood by Netflix or Spotify expects the same from you. And that’s where the gap appears: between what your customers expect and what your organisation delivers.
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The gap is growing. The question is: how do you keep it under control?
The gap between customer expectations and what organisations deliver doesn’t happen by chance. It’s the result of several fundamental shifts that have developed (often outside your own sector) and are now setting the standard.
In this webinar, we’ll take you through three of these tipping points. Shifts that may seem unrelated at first glance, but together shape how your customers view your organisation today.
We’ll show you what these changes mean in practical terms for your context — and where the impact is likely to be greatest within your organisation. Without getting lost in abstract models or one-off optimisations, you’ll gain a clear way to translate these developments into direction and decision-making.
After this webinar, you will know:
Which three tipping points in customer expectations are already impacting your organisation
Why isolated initiatives and optimisations won’t close the gap
How to create direction, priorities and alignment with an Experience Strategy
Where the gap between expectation and experience is likely to be biggest in your organisation
How to organise growth strategically, rather than reacting as you go
Who is this webinar for?
This webinar is designed for leaders and decision-makers who recognise that the gap between customer expectations and what their organisation delivers is widening — and want to take control of it.
Think of roles such as C-level executives, marketing directors, CX leads, heads of digital, and leaders in product, innovation and transformation, as well as management team members focused on customer value, growth and future readiness.
Do you recognise that a lot is happening, but there’s a lack of cohesion, clear choices and direction? Then this webinar is for you.
Martijn Geleijnse
Experience Strategy at iOWith a background in strategic product management, Martijn helps organisations take the customer experience to the next level. His driving force is to ensure that experiences are not only optimised for today, but also future-proof for tomorrow, drawing inspiration from best-in-class apps and digital services, including those outside his own sector. Thanks to AI, the possibilities for creating more relevant, smarter and more adaptive experiences are greater than ever. Martijn is keen to help you explore how your organisation can capitalise on this opportunity.