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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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About 

Clients have called Gerrie accessible, enthusiastic and able to bring complex things in a simple way. He can live with that. He loves challenging the status quo, but is also experienced (read: old) enough to understand the value of common sense. Gerrie has got 25 years of experience in industries that got disrupted by the internet, which makes him a hands-on expert in dealing with the impact of 'digital'. Through his talks and workshops he's inspired and helped a variety of clients, ranging from FMCG corporates to AI start-ups, from government agencies to the World Chambers Congress. While he's in top of digital trends, the words he uses (too) often are 'user', 'why' and 'alignment'. A few years ago, he was so intrigued by blockchain, that he wrote a book about it ('Blockchain is WTF'). Before he fell in love with digital, he wrote about music, made television, founded 2 companies during his 15 years in London and was a civil servant. #generalist

Gerrie Smits

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

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