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Customer Centricity and Digital Transformation

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Impact Hub Istanbul

Yeşilce Mah. Emirşah Sok. No:21 4 Levent Sanayi Istanbul

Istanbul, --

Turkey

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Digital technologies are disrupting every industry. Amazon, Apple, Google, Microsoft and Facebook are all threats to verticals previously thought to be safe. Some of them, like media and entertainment, are at a very advanced stage of disruption. Others like retail and consumer packaged goods are starting to suffer.

Financial institutions, threatened by fintechs and new technologies like blockchain, or auto makers rethinking how new mobility options will affect their revenue streams are all exploring and launching digital ventures. The internet of things, domotics, robotics, and artificial intelligence are exponential trends supported by digital, and company leaders are paying close attention to this phenomena.

In order to thrive in this century, companies need to become more human-centered. The user is king. Digital giants understand this and that’s, in part, why they’ve become so powerful in this era. Learning how to create sustainable and enduring relationships - with clients, users, business partners and employees - has become a critical aspect of our corporate strategy. And managing, analysing and extracting knowledge from a huge amount of data coming from digital sources, will be another key to survive.

The Digital Transformation is structured around 3 journeys. The customer journey: how digital is affecting the consumer experience and how companies are using these technologies to strengthen their relationships. The co-worker journey: the impact of startups culture and digital leadership, agile methodologies and operations and collaboration tools. The citizen journey: how companies are creating shared value for shareholders and the wider society, through digital and open innovation, co-creation and user-centered business models.

About the Speaker:

Fernando Polo is an Associate Professor at IE Business School in Madrid and the CEO of Good Rebels, a digital strategy and creative consultancy company working with multinationals like Santander, Ikea and Toyota. At IE, Fernando teaches customer centricity and the impact of digital transformation on companies, culture and leadership.

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Impact Hub Istanbul

Yeşilce Mah. Emirşah Sok. No:21 4 Levent Sanayi Istanbul

Istanbul, --

Turkey

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