Attendees will learn about the concept of Customer Value Creation and the implications to their organization when adopting this paradigm.  Predicated on Peter Drucker's perspective related to customer value ("The starting point for management can no longer be its own product and service, and not even its known market and its own end-uses for its products and services. The starting point has to be what customers consider value.”), attendees will start to examine how their organizations might change to create more value for their customers.   We will assess how the creation of customer value relates to the current "customer experience" models, and clearly define the new opportunities for organizations to move beyond the concept of customer experience.   This presentation will incorporate the concepts of business architecture and the design of new business models.

Learning Objectives:

• Introduce the concept of "Customer Value Creation."
• Understand the implications to customer experience.
• Determine transformational considerations for the organization.