Many companies listen to the voice of the customer. It can increase marketing ROI, drive product strategy and improve customer loyalty. But most companies don’t realize the power of the customer to drive internal change.

Using two compelling case studies—one about a market leader struggling to stave off new competition, another about the challenges of bringing a disruptive technology to market—this presentation shows the power of the customer to inspire change. You’ll learn specific tools and techniques to use customer insights to overcome ingrained behaviors and become a rallying cry for organizational change.

Learning Objectives:

• Recognize situations in which your organization is being resistant to change.
• Learn approaches for using customer insights to inspire change within your organization.
• Learn best practices for using insights to make your organization more agile and customer-focused.