WOUTER.TALKS — IDEAS THAT MOVE PEOPLE
Customer Experience Is an Operating Model.
Why customer experience, AI and performance belong in the same leadership conversation.
Customer experience is not created by a department. AI transformation is not created by a technology team. Both depend on how the entire organisation works.
No abstract inspiration. No CX theatre.
THE FLAGSHIP KEYNOTE
Customer Experience Is an Operating Model
Why customer experience, AI and performance belong in the same leadership conversation.
Customers experience the promise the organisation made, the processes it designed, the decisions employees are allowed to make, the technology they are asked to use and the performance choices leadership prioritises. Through recognisable situations and practical examples, Wouter introduces the 5P Experience Operating Model: Promise. People. Process. Platform. Performance.