EXTREME CUSTOMER CENTRICITY
Rik Vera is a renowned thought-leader, worldwide keynote speaker, acclaimed author and trusted advisor on the topics of extreme customer-centricity, disruption, business model change, sales, marketing and making companies ready for the Day After Tomorrow. Having gathered years of C-level experience in sales and marketing related functions, he now inspires companies to develop customer-centric strategies fit for a connected world. Rik has given more than 350 keynote sessions around the world, in more than 15 countries, divided over 3 continents, to international pioneers like Assa Abloy, Cisco, Volvo, Swedbank, Telia, Baloise, Mastercard, Mundipharma, Sogeti and Microsoft.
Happy Customers About Rik Vera's Keynotes
"Rik Vera delivered a high energy and entertaining keynote at our senior management forum in Tallinn. He managed to unnerve the group, showing what customer centricity really is about – in a way challenging the very essence of retail banking. He successfully created urgency for our management teams to act on the future, and at the same provided the tools to do it as well as the assurance that it is doable." - Mikael Björknert, Head Of Strategic Analysis And M&A @ Swedbank
"Rik Vera held the opening keynote at Telia's annual CIO-event for our largest B2B customers in Sweden. Rik’s focus on how networks will be the enabler for taking business to the next level and the way he highlighted how customer-centricity will define companies’ future success really captivated the audience."- Petra Björkeson, Marketing Manager @ Telia Sverige
"Rik Vera’s keynote was an overall success. Both our Private and Business bankers where confronted with a future that has all ready started yesterday. The way we will have to adapt to a new customer centricity was an eye-opener for many of us and surely made us realise it’s time to act. The best way to make your point is in an entertaining way with great metaphors and lots of humour and I can assure you that’s what Rik Vera stands for." - Dirk Huysmans, Senior Private Banking Expert @ Belfius Bank
Rik Vera helps organizations grasp how ‘The New Normal’ – in which `digital’ has become the new normal – has transformed our work environment into a dense network. He 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, he shows how companies must 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.
In the next years, the offline world will completely digitize. Are you ready for that? Is your company? Picture all the technology that exists that can already replace what you do today, and then think of the speed at which all things digital are evolving. Now perform the same exercise for your organisation. And be honest. Many of us freeze when we think of this evolution and we keep focussing on Today and Tomorrow. But as Peter Hinssen puts it "The Day After Tomorrow will be here a lot sooner than you think and take you by surprise if you don't prepare for it now". And Artificial Intelligence will be a big part of that future. Time to stop ignoring it and explore how we can turn it into our benefit. Don't expect purely technological explanations in Rik's story. This keynote explores how we need to let our customers' behaviour and needs lead our companies and which role highly intelligent technologies need to play in that.
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.