Cracking the Code of Customer-Centric Transformation

Talk:

Customer-centric transformation is easy to talk about—but far harder to deliver. In this session, Roberta will share the real story behind a large-scale transformation effort that was sparked by shifting customer expectations, fragmented internal processes, and mounting inefficiencies. You’ll get an inside look at our journey: from a disconnected strategy, competing KPIS, and over 300 siloed marketing campaigns, to a unified, focused, and outcome-driven approach.

What does it take to make customer-centric transformation work?

In this candid session, you’ll hear the inside story of a major marketing transformation—from strategic misalignment and scattered campaigns to focus, alignment, and measurable impact. Expect honest lessons on what worked, what didn’t, and the 10 transformation commandments every leader should know before they begin.