Virtual session

Becoming customer centric

The missing link between customer insight and business improvements

On Point:
Free bite-sized webinars

17 June

Join us online and learn more about the enablers and barriers that companies in the financial sector are facing in their quest to become more customer centric. Also learn how organisations can better work with customer insights to drive commercial and operational improvements, applying a structured approach to leverage customer insights throughout your entire organisation.

Is your business struggling to really leverage customer insights to drive internal change and transformation? Do the commercial and the operational sides have a different view on how to improve the customer experience? Are sales and marketing “keeping the customer” to themselves? Are line managers in your organisation engaged in or at all aware of what drives customer experience? If these are questions you have on your mind, then this event is for you!

Almost 95% of all companies map customer journeys and gather customer insight, but research shows that as little as 5% of organisations claim to use the insights to drive change and transformations in the organisations. Often, commercial initiatives focus entirely on customer experience and neglect the opportunity to at the same time increase operational efficiency or effectiveness. On the other hand, operational development initiatives focus on productivity, efficiency and lead time and often miss out on continuous learnings from customer insights.

At Implement, we believe in a holistic approach where commercial and operational improvements are driven by customer insights. We believe that this will create awareness throughout the organisation of doing “the right things right” backed by customer data instead of doing “the wrong things right”.

Get insights into factors that drive customer centricity and how companies can work more actively with customer data to drive business improvements.

On 17 June, we look forward to welcoming you to a good morning session to share insights based on a customer survey and deep dive interviews with customers in the financial sector. During the session, you will learn more about enablers and barriers to become more customer centric and get a peek into how companies can work more actively with customer insight to drive improvements through a structured approach.

The session is for everyone who works in the financial sector or has an interest in the development of how customer insight can affect both top-line growth and operational improvements. Anyone who has an interest in making the faces of their customers smile even more. 😊


  • We will use Zoom* for the session. Please make sure the Zoom application is installed and running on your computer at least 10 min. before start
  • It may be a good idea to restart your computer before entering the meeting
  • Find a quiet area where you can sit
  • Grab a pair of headphones in order to avoid echo, and check your audio and microphone is working
  • Join us online at the link you receive in the registration email

Practical information


The event is hosted online.

A link will be sent before the webinar starts.

When (CEST)
17 June 2021
8:00 AM - 8:45 AM

The event is free of charge.