Customer Engagement. Customer Service. Marketing Automation. Social Engagement.
With over 20 years of experience in IT and training (at Microsoft The Netherlands, amongst other), Nancy Rademaker 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.
Nancy is a highly rated and motivating international business speaker on the topics of extreme customer centricity, disruption, business model change and marketing.
Since this year, she has joined nexxworks, the company of Peter Hinssen, Steven Van Belleghem and Rik Vera. Together they travel the world, inspiring companies how to lead in the New Digital World, taking business leaders to innovation hubs like Silicon Valley, but above all they coach companies to get ready for the day after tomorrow.
In her keynote "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 be successful. 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.
Exponentially evolving technology is transforming the outside world like never before. The world of business, too, is changing at the same speed of light and leaders are having a hard time catching up and moving ahead to thrive in The Day After Tomorrow.
But where must they start? How can managers look 30 years forward into an increasingly complex and uncertain future and translate this outlook into a workable plan for the next 3 months? How can they adopt a new mental model? Is it really all about technology? Isn’t it more about changing customer behaviour? Why should everything be fast, fun and easy? And why is data the new oil and AI a blessing?
The answer is clear. To keep evolving, you have to abandon traditional linear ways of thinking. You have to let the world inspire you. You must look beyond ‘just’ the technology. You must zoom in on the needs of your customers and put them first. Above all, you have to focus on the possibilities out there and keep experimenting.