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The Great Myths of Customer Centricity
Most customer centricity initiatives fail quietly, and this keynote shows where to put your money and energy so that yours doesn't.
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Most customer centricity initiatives fail quietly. Customers don't feel the difference between before and after, so nothing changes in their behaviour: no more word of mouth, no uplift in sales, no stronger loyalty. The initiative fades away without anyone declaring it over.
It rarely fails on effort or budget. Managers act on beliefs that sound reasonable to almost everyone, but are demonstrably wrong, so the money goes to changes that customers never notice. Or they borrow ideas from far more mature organisations, without the conditions that made those ideas work there.
Horst Remes calls these beliefs the customer centricity myths. They are not a matter of opinion. Behavioural research and twenty years of work on the shop floor show they do not hold, and that acting on them quietly costs money. One of them is the belief that a company that wants to be customer centric has to be good at everything.
This keynote takes the myths apart one by one, with cases from his own work, and shows where to put your money and energy for results that actually stick.
Horst Remes combines the precision of an engineer with the delivery of a performer. He was recently named one of the global CX 50, the world's top voices in Customer Experience.
He works hands-on every day, redesigning processes that improve customer experience and efficiency at the same time. His keynotes are a direct extension of that work. The cases are real, the examples are recognisable, and the take-aways are usable on Monday morning.
He dismantles the myths around customer centricity with humour and with constant interaction with the room. Whether he speaks to an executive committee of seven or a hall of several hundred, the energy is the same. One client still cited his keynote a year later as the starting point for their change.
Horst has a strong aversion to fluff. He warns against what he calls "management bullshit": glossy phrases that sound good but mean nothing.
CX 50 top voice. Engineer's precision, performer's storytelling, zero management bullshit.
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