Summary
Like design leaders, CEOs are working hard to deliver customer-focused experiences—only under a different set of constraints, ranging from integrating efforts across corporate silos to managing the involvement and expectations of corporate boards. Who are CEOs looking to lead, what are their expectations, and how are they shifting in their management styles to differentiate, compete, and win in this new era of digital transformation, collaboration and high customer expectations? Iram Shah will share insights from her global executive experience of over 25 years in fortune 200 companies like Coca Cola, Pepsi, BP, Zurich Financial, Schneider Electric and now advisor to CEOs on growth and transformation.
Key Insights
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Emotional connection with customers, beyond product features, drives sustainable competitive advantage as seen with Apple versus Dell.
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Boards of directors increasingly include functional experts like CX leaders, not just former CEOs, shifting boardroom conversations.
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Employees are the most important stakeholders in delivering customer experience, even more than customers or shareholders.
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Trust, built through aligned values and transparency, is critical for employee engagement and effective customer experience.
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Customer obsession is now recognized as the top method CEOs use to gain competitive advantage, surpassing product or brand focus.
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Boards set culture and strategy directions but do not engage in execution; therefore, CX work must link business results to gain their support.
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Customer experience must be continuously refined; innovation today becomes minimum expectation tomorrow.
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Diversity in board composition (gender and ethnic background) is increasing and positively impacts strategic decisions.
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Authentic leadership that acknowledges both successes and struggles nurtures trust and employee alignment with company purpose.
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Technology cannot replace human connections; genuine relationships and shared purpose sustain trust in teams and organizations.
Notable Quotes
"I may be ruining his experience. It's his experience, not mine."
"Customers align with values and beliefs, not just what and how you deliver."
"An intelligent person understands what is being said, a wise person understands what is left."
"Employees are more important than customers and shareholders in delivering seamless experience."
"Customer obsession is the number one way CEOs create competitive advantage."
"Boards keep bringing people they trust—a self-fulfilling prophecy aging the board makeup."
"Innovative today is just minimum requirement tomorrow. Keep them excited."
"If something feels wrong, it is wrong—speak up, be bold."
"Employees trust their employer more than government or religious leaders."
"Technology cannot replace human connection—eye contact and handshake matter."
Or choose a question:
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