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Customer Centricity is rubbish. Long live Customer Centricity.

There’s more to Customer Centricity than your customer.

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In times of hyper-fast tech developments, digital transformation and permachange, there is one solid, constant element: the customers. Also known as: people. And it’s the companies that truly understand their customers that will outlive any tech hype or (terrible word alert) disruption. Did you know that Amazon’s first principle of innovation is ‘relentless focus on the customer’?

This talk will show you that the key thing to being successful in these challenging times is putting the customer central. But customer centricity is not defining a socio-demographic target audience but truly understanding the needs of the people you work for. So we'll burst a few bubbles, offer a few tools and crack a few laughs while we’re there.

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Clients have described Gerrie as accessible, enthusiastic, and adept at simplifying complex concepts. He embraces this characterization. He enjoys challenging the status quo while also appreciating the value of common sense, a trait that comes with experience (or as some might say, age).

With 25 years of experience in industries disrupted by the internet, Gerrie has become a hands-on expert in navigating the digital landscape. His expertise has benefitted various clients, spanning from FMCG corporates to AI startups and from government agencies to the World Chambers Congress.

While he remains up-to-date with digital trends, he tends to frequently use words like 'user,' 'why,' and 'alignment.' His fascination with blockchain led him to write a book about it ('Blockchain is WTF').

Prior to his immersion in digital, Gerrie's diverse background included writing about music, producing television, founding two companies during his 15 years in London, and serving as a civil servant.

Gerrie Smits

Chief Curiosity Officer. Intrigued by the impact of tech on business, people & society. Author/Facilitator/Speaker.

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