In The Customer OS I’m trying to do two things. First I’m trying to get underneath headlines such as digital, transformation, internetification etc. to articulate some of the stuff that is really going on. Properties companies need to establish their own language around in order to know what to look for and figure out if and how to react to it. Secondly I’m trying to demonstrate how customers are becoming increasingly important to companies, how we misinterpret them in our best intentions and how deep into the hardware of the company this has to go if we are to unleash the full potential of the customer.
The presentation is a slight remake and update from a presentation I was lucky enough to hold at a closed event this June.