Thursday, 12, April, 09:00 - 10:30
Extreme Customer Centricity in a Networked World
Nancy Rademaker helps organizations grasp how ‘The New Normal’ – in which `digital’ has become the new normal – has transformed our work environment into a dense network. She explains how this has changed customer behaviour and the speed of the market and how companies, themselves, need to become a network if they want to survive. But, above all, she shows how companies have to put the customer first if they want to thrive in their Day After Tomorrow. Not just as a nice slogan, but as a rational program of drastic change, in which processes and procedures have to be rethought from scratch: a program in which `digital’ plays a key role in order to give customers what they want in a warm and human manner. Because today, the customer is more King than ever, and those who ignore this human side of business, are heading towards certain death. Nancy’s keynote, however, will show you the positive side of disruption: how our accelerating markets and changing customers are as full of rich possibilities as they are of threats
With over 20 years of experience in IT and training, Nancy has always and above all passionately focused upon people: how technology influences their behaviour, how it helps them share knowledge and how it enables them to create and innovate.
Friday, 13 April, 13:30 - 15:00
Frits van Paasschen
Improving Your Odds of Success in a Time of Accelerating Change and Disruption
We are living in a time of accelerating change and disruption. Hospitality industries are no exception to this. As a result, past formulas for success are being eviscerated. Every day, new technologies spawn companies that sidestep old barriers to entry, create new middlemen, and slice off lucrative pieces of old business models. The fact is that most companies will wake up too late to this reality. Established interests, change-blindness, set ways of working make it nearly impossible for incumbents to survive. Despair not! There are ways for leaders to improve their odds of success. Come hear what Frits Dirk van Paasschen, former CEO of Starwood Hotels and Resorts, and author of the Disruptors’ Feast, share his thoughts on this important topic.