Interactive corporate-only events hosted by leading global companies
Hosted workshops are designed to enable in-depth knowledge exchange and dialogue between attendees about challenges of their interest and how to develop and implement marketing and innovation strategies in their firms.
Each workshop is attended by 160-200 corporate executives and includes:
Insightful presentations by executive speakers and industry experts
Immersive roundtable discussions on selected topics
Informal networking breaks to build connections
Hosted Workshops
Member companies of the Marketing Innovation Roundtable® network will be able to select and join two kind of hosted workshops:
- Marketing-Esclusive Workshops
Events attended exclusively by corporate marketing professionals, focusing on marketing-specific topics
- Innovation & Marketing Workshops
Events on design thinking, customer centricity, and digital, also attended by members of our unique community of corporate innovation executives
Upcoming Events
AI & Gen AI as Driver of Innovation & Speed Speeding Up and Reducing Costs of Innovation with (Generative) AI; AI for Making, Simulating, and Testing Innovation; Changing Tasks & Roles of Many Jobs
Speakers:
Zalando, Siemens, Intel, Honeywell, Schaeffler
Agenda Outline
SAP • Opening Presentation TBA
Speaker details
Schaeffler • Identifying AI Use Cases and Developing PoCs at Speed: Building Trust in AI Amongst Users and Taking a Holistic Approach to Generative AI
Speaker details
Roundtable Discussion
Siemens • Innovating Around Industrial and Generative AI: Use Case Exploration, Customer Co-creation and New Leadership Paradigms in the Era of GenAI
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Zalando • Democratizing AI and Innovation: Trade-offs, Challenges, and Considerations
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Roundtable Discussion
Intel • Managing Innovation Everywhere with AI – Minding the Traps and Building Capabilities
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Honeywell • Optimizing Service Delivery – Leveraging AI for Automation and Enhancing Capabilities
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Panel & Plenary Sharing
Abstract
AI & Generative AI: The Framework for Designing and Building Trust in AI Solutions • Building Focused POCs: from Dedicated Teams to Strong Collaboration with the Business • Co-creating AI Solutions with Customers and Partners: from Identifying to Validating Use Cases • Integrating Gen AI into UX Strategy: Developing New Kpis and Improving User Research • Building Capabilities to Move Towards Fully Automated and Mature Digital Services • The Big Picture of Industrial AI: from Application Fields to Typical Challenges and Use Cases
Driving Innovation & Speed: Pioneering a Purpose-Driven Culture: from Openness and Curiosity to a New Breed of Talent • Creating a Differentiated Platform to Scale Innovation with Gen AI across the Organization • Aligning and Consolidating Gen AI Projects: Onboarding People and Building Communities • Managing Differences between Strategically Led AI and People-Led Generative AI • Deploying Gen AI Solutions Internally: from the Need for Buy-in to Job Impact
Front End of Innovation & Portfolio Management Validating Ideas and Managing the Innovation Portfolio; Foresight and Trends to Define Search Fields to Shape Idea Generation and Portfolio Decision; Innovation-to-Business
Speakers:
Schaeffler, Philips, Rolls-Royce, Airbus, IKEA, EDHEC Business School
Agenda Outline
Schaeffler • Innovation-to-Business: Focus and Speed in Corporate Innovation
Speaker details
EDHEC Business School • Institutionalizing Strategic Foresight
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Roundtable Discussion
Philips • Managing the Portfolio and Leveraging Value-Based Pricing
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Rolls-Royce • Building a Vision Roadmap: Communicating the North Star Across the Organization and Exploring LLMs for Portfolio Management
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Roundtable Discussion
Airbus • Generating Ideas Around Challenges: Engaging People, Running Hackathons and Solving Problems
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IKEA • Making Balanced Portfolio Decisions: Supporting Job Owners and Integrating Big Social Shifts into Portfolio
Speaker details
Panel & Plenary Sharing
Drinks on the premises
Abstract
Front End: Ensuring Successful Idea Collection: From Clear Process to Addressing Idea Backend from the Start • Running Hackathons: From Engaging People to Translating Winning Solutions into the Business • Harnessing the Power of Communities: Solving Problems and Building Skills
Foresight & Portfolio: Best Practices in Building a Fully Integrated Strategic Foresight System • Developing a Vision Roadmap: Taking an Iterative Approach and Creating Alignment • Integrating Big Social Shifts into Portfolio: Using Simple Impact Models Based on Project’s Needs • The Portfolio Approach: Leveraging Value-Based Pricing and Creating Offers for Customers • Balancing Portfolio Focus: From Gap Analysis through Measuring to Leveraging Foresight • Supporting the Tech Portfolio: Exploring Machine Learning and LLM Use Cases • Leveraging Agile and Flexible Mindsets to Drive Portfolio and Tech Strategy
Culture of Agility, Customer Centricity & Transformation Co-Creating with Customers; Leveraging Customer Insights and Tech Foresight for Disruptive Ideas; Agile Transformation for Flexibility and Digital Innovation
Speakers:
SABIC, Amazon, BSH, Philips, IBM
Agenda Outline
SABIC • Collaborative Innovation: Partnering Across the Value Chain and Developing New Ecosystems
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BSH Group • Taking a User-Centric Approach to Developing a New Product and Leveraging New Tools to Accelerate Cross-collaboration
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Roundtable Discussion
Amazon Web Services • The Innovator's Mindset: Emotional Intelligence for Innovation
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Philips • Customer-Centric Innovation: Leveraging a “Living Wall” to Capture Customer Experience and Drive a Culture of Collaboration
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Roundtable Discussion
IBM • Driving a Culture of Human-Centric Innovation: Taking an Agile Approach at Scale to Develop Digital Products and Services
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Panel & Plenary Sharing
Drinks on the premises
Abstract
Customer Centricity: Infusing a User and Human Centric Mindset across the Organization – and Managing Skepticism • Leveraging Experience Design: from Common Vision to Making the Complex Simple • Generating UX Insights and a Unique Card Game to Develop Product Touchpoints • Using the ‘Living Wall’ to Identify Issues in Consumer Experience • The Role of Design: from Stakeholder Management to Creative Gatekeepers • Synchronizing Design Services with Development Processes
Agility & Transformation: Key Leadership Competences to Empowering and Building High Performing Agile Teams • Driving Business Transformation: Moving into a New Domain and Building Competences • Fostering Creative Team Culture – and Increasing Grit and Resilience • Driving New Ways of Working: Leveraging Program Office and Local Chapters to Support Business Units • Enhancing Emotional Intelligence for Leaders and Teams • Working Cross-Functionally: Breaking Silos and Using Collaborative Platforms
Customer Insight & Tech Foresight for Innovation Customer Centric Innovation; Defining Search Fields with Customer Insight & Tech Foresight – and Applying them to Innovation Portfolio Management
Previous Events
Culture of Intrapreneurship & Customer Orientation Propagating Design Thinking, Lean Startup, and a Customer Centric Mindset for Disruptive Innovation and Experimentation
Speakers:
Philips, P&G, IKEA, Siemens, STIHL, Linde
Agenda Outline
Philips • Leveraging Design Thinking to Develop Meaningful and UX-Driven AI Solutions
Speaker details
Roundtable Discussion I
P&G • Driving a Culture of Innovation and Consumer Centricity – and Leveraging Design Thinking, Lean, and Agile
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IKEA | Philips | P&G • Panel
Speaker details
Siemens • Intrapreneurs Bootcamp: Developing Serial Intrapreneurs and a Culture of Intrapreneurship
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Roundtable Discussion II
Linde Engineering • Integrating User-Centricity in Development and Driving an Entrepreneurial Culture for Mass Innovation
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STIHL • Leveraging Design Thinking for Strategic and Customer-Centric Innovation
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Panel & Plenary Sharing
Abstract
Propagating Design Thinking, Lean Startup, and a Customer Centric Mindset for Disruptive Innovation and Experimentation • Bringing Multifunctional Teams Together for Consumer-Centric Innovation • Leveraging Storytelling to Understand Consumers’ Behaviors and Attitudes • Combining Lean Startup, Design Thinking, and Agile for Disruptive & Customer-Centric Innovation • Driving User-Centricity within It and Digital: And Converting Skeptics along the Way • Building Data Design Capability in a Tech-Driven Firm: Integrating Human Qualities in AI Solutions • Developing Meaningful Experiences around AI and Data • Key Elements for Development and User Adoption of Design-Centric AI Solutions at Scale • Applying a Consumer-Centric Approach Internally to Drive Innovation and Experimentation • Driving a Culture of Intrapreneurship: Building Creative Confidence in Multi-Disciplinary Teams • Encouraging Teams to Share Openly and Fail Frequently While Building Their Way to Success
Customer-Oriented Culture of Experimentation & Collaboration Transforming Culture for Innovation & User Centricity: Building Safety, Agility & Trust; Bursting Silos; Organizing around CX; Leveraging Customer Insights, Storytelling & Design Thinking
Speakers:
Samsung, P&G, Google, BP, Lloyds Bank, Rolls-Royce
Agenda Outline
Lloyds Bank • Doing Things Differently: Helping People through Change, Creating a Safe Environment, and Fostering a Culture of Experimentation and Customer Orientation
Speaker details
Roundtable Discussion I
Google • Creating a Culture of Innovation and Experimentation – Mindset, Thinking Frameworks & Principles
Speaker details
Samsung • Transforming for Compelling Customer Experience: Leveraging Consumer Insights to Effectuate Customer-Centric Culture
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Roundtable Discussion II
P&G • Leveraging Storytelling & Jobs-to-Be-Done to Create Irresistible Customer Experiences and Drive a Culture of Customer Centricity & Collaboration
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Rolls-Royce • Driving A Culture of Digital, Collaboration and Customer Centricity
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BP • Fostering a Culture of Experimentation and Customer-Centric Innovation
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Panel & Plenary Sharing
Drinks on the premises
Abstract
Customer Centricity: Leveraging Customer Insights to Facilitate Cultural & Organizational Change • The ‘People-Places-Practice = Outcome’ Formula to Drive User Centricity • Getting Buy-in and Bringing People on the Journey Step-By-Step to Effectuate Change • The Three Key Elements to Driving a Customer-Centric Culture • Addressing Challenges from Culture and Silos to Corporate Tradition and Language • Defining and Reorganizing around Customer Experiences • Leveraging Storytelling and Jobs-To-Be-Done to Better Grasp Consumer Behaviors & Attitudes
Experimentation & Collaboration: Creating a Psychologically Safe Environment to Drive Learning and Experimentation • Fostering a Culture of Leadership and Mutual Trust Across the Organization • Enabling Legacy Teams to Become Comfortable with Failure • Supporting People to Work in Agile Ways and Leverage New Tools and Technologies • Driving Collaboration across All Levels: From Functions to Businesses to Departments • Building Collaborative Communities and Creating Multifunctional Teams
Culture & Leadership for Innovation & Customer Centricity Engendering Culture and Leadership for Customer Centric Innovation; Driving Culture Change & New Ways of Working; and Fostering Collaboration and Creativity for Remote Teams
Speakers:
HUGO BOSS, Philips, LEGO, Swarovski, Novo Nordisk, Expedia Group
Agenda Outline
HUGO BOSS • Managing Strategy Execution: A Consumer-Centric Growth Culture to Foster Innovation
Speaker details
Philips • Innovating for Customer Centricity: Avoiding Pitfalls and Embedding a Deep Sense of Customer Centricity
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Roundtable Discussion I: Choice between: 1) Building Profitability into Value Propositions from the Concept Phase, facilitated by Philips speaker; 2) Topics of choice
The LEGO Group • The Leadership Playground – Invigorating the Culture, Leading through Play and Fostering Focused, Brave, and Curious Behaviors
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Swarovski • Key Learnings on Driving Culture Change & Transformation – And the Role of Leadership
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Roundtable Discussion II: Choice between: 1) Design Thinking Crash Course – Launching Design Thinking In Your Organization & Effectively Training Mindsets, exercise facilitated by Novo Nordisk speaker; 2) Topics of choice
Novo Nordisk • Design Thinking Journey: Adapting the Method to Fit the Organization’s Culture & Needs – and Lessons Learned
Speaker details
Expedia Group • Design-Driven Innovation
Speaker details
Panel & Plenary Sharing
Drinks on the Premises
Abstract
Building a Consumer-Centric Growth Culture to Foster Innovation • Innovating for Customer Centricity: From Need-Based Segmentation to Value Demonstration • Embedding a Deep Sense of Customer Centricity to Avoid Complex Low-Value Solutions • Leaders’ Role in Change Initiatives: From Playing an Active Part to Embracing the Effect • Driving Change in a Business Unit Based on Innovation Processes to Deliver Better Results Faster • Empowering People to Manage Innovation Portfolio in a Strict but Consistent Way • Driving the Iterative Approach to Innovation & Balancing Structure with Uncertainty • Building and Managing a Global Design Team • Enabling Teams to Develop Solutions Fast and without Customer Interaction during COVID-19 • Leveraging Design Swarms for Dispersed Teams: Key Components & Contrast with Design Sprints
Culture of Design Thinking & Innovation Instilling Design Thinking, Experimentation, and Agility into the Organization – and Rethinking Management Principles
Speakers:
Volvo Group, PayPal, Lyft, Campbell Soup Company, IBM, Philips
Agenda Outline
Volvo Group • Utilizing Design to Affect Organizational Change
Speaker details
Roundtable Discussion I: Insights and challenges on Innovation Culture & Design Thinking
Campbell Soup Company • Transformational Innovation Processes Hardwired into a 150-year Old Company
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Lyft • Designing User-Centric Future Experiences for Autonomous Riders
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PayPal • Leveraging Design Thinking and Building a Customer-Centric Culture
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Roundtable Discussion II: Choice between: 1) Future Scenario: The Future of Digital Currency, exercise facilitated by Laura Ward (PayPal); 2) Topics of choice
IBM • Building Tiger Teams to Accelerate Product Development
Speaker details
Philips • Defining the Roles of Multidisciplinary “Design Thinkers” and Full Stack Designers in the Process of Applying Human Centered Design Principles at Philips
Speaker details
Panel and Plenary Sharing
Drinks on the premises
Abstract
Using Advanced Sensory Design Methods • Leveraging Design Thinking to Drive Customer Centricity: Providing Tolls & Guidance • Applying Radical Empathy to Both Internal Teams and End Users to Minimize Hierarchy • The Four Stages of Co-create Approach: From Discover and Frame to Ideate and Build • Scaling Product and Design Insights to Inform Innovation in a Productive Way • Creating a Collaborative Space to Drive Innovation and a Culture of Exploration • Building Agile and Nimble Development Teams • Enabling Collaboration with Horizontal Feedback • Shifting Mindsets from Product to Services: Building a Roadmap and Knowledge Base • Taking a Top-down and Bottom-up Approach to Drive Change Successfully • Innovating with Three Drivers: From ‘Speed to Insight’ to ‘Speed to Execution’ • Building a New Product Development Life-Cycle Model
Innovation for Sustainability: Engaging Employees, Partners and Customers Building Sustainable Solutions and Circular Business Models; Engaging Employees & Working Across Silos; Involving Partners and Customers in Co-Creating Solutions
Speakers:
ENGIE, Dow, P&G, Philips, DuPont, Siemens Energy
Agenda Outline
ENGIE • Towards Net-Zero - Lessons Learned on Collaborating with Customers on Reducing Emissions
Speaker details
Roundtable Discussion I: Insights & challenges
Dow • Transitioning Towards Circular Business Models, Partnering and Leveraging Blended Financing
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Philips • Creating a Movement to Scale Circular Innovation
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P&G • Towards Circular Consumption Models & Creating a Systems Change – Insights and Challenges on Engaging Internally and Externally
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Roundtable Discussion II: Collaborative Marketplace
DuPont • Driving Innovation for Sustainability: Motivating People Internally and Engaging Customers
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Siemens Energy • Towards Effective Decarbonization: Reducing Carbon Footprint in the Energy System
Speaker details
Panel & Plenary Sharing
Drinks on the premises
Abstract
Shifting to Circular Models of Consumption • Getting Buy-in and Embedding Sustainability into the Organization’s DNA • Empowering Employees to Integrate Sustainability into Their Daily Work • Three Key Learnings on Engaging Successfully on Internal and External Fronts • Collaborating with Customers and Using Customer Insights to Inform the Innovation Pipeline • Transforming Business Models to Become More Circular and Managing Challenges • Decarbonizing Effectively: From Mapping the Footprint to Pricing and Budgeting • Addressing the Hard Problem of Collecting Plastic Waste: And Quality and Quantity Issues • Collaborating with Diverse External Partners and Managing the Differences in Dynamics • Changing City Systems to Circularity: Aligning the Ecosystem to Drive the Transition • Leveraging Blended Financing to Make Waste Management Systems Financially Viable
Customer Centric Innovation & Portfolio Management Making Customer-Informed Portfolio Decisions; Investing Beyond Prototypes for New Market Leadership; Using Customer Insights & Market Experiments for Innovation
Speakers:
ENGIE, Solvay, Philips, Airbus, Danone, Volkswagen
Agenda Outline
ENGIE • Portfolio Management at the Service of the Energy Transition
Speaker details
Roundtable Discussion I: Issues of Special Interest
Solvay • Portfolio Management: Leveraging Agility and Customer-Validated Insights for Breakthrough Innovation
Speaker details
Philips • Needs-Driven Innovation Portfolio: Balancing Core vs. New Business
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Airbus • The Challenges to Becoming Customer Centric – Dealing with Market and Organizational Complexities
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Roundtable Discussion II: Choice between: 1) Leveraging Systems Thinking in Early Phase Innovation Projects, facilitated by Julian Kattinger and Frank Lehmann, Volkswagen Group; 2) Topics of choice
Danone • Designing User-Centric and Sustainable Solutions
Speaker details
Panel & Plenary Sharing
Drinks on the premises
Abstract
Overcoming Tech Focus: Fostering Customer Centricity and Business Orientation • Creating a Cultural Shift with Three Focus Areas – From Pioneer to Maker Mindset • Combining Deep Scientific Developments with Customer-Validated Market Insights • Using Strategy and Real Customer Needs to Drive Portfolio Choices • Making Balanced Portfolio Decisions and Ensuring Agility in Executing Portfolio Choices • Applying Agile in an Industrial Environment with Longer Development Cycle Times • Balancing Investments in the Core versus New Business • Taking a Lean Startup Approach for Digital Services • Working In Multifunctional Teams
Culture of Design Thinking, Agility & Experimentation Nurturing a Culture of Customer Orientation & Co-Creation; Scaling Agile; Leading & Managing for Agility; Creating a Climate of Experimentation & Tolerance for Failure
Speakers:
Holcim, Philips, Boehringer Ingelheim, Konica Minolta, GE, Siemens
Agenda Outline
Holcim • Leveraging the Iterative Simplicity of Design Thinking, Lean, and Agile – and Learning from Startups
Speaker details
Roundtable Discussion I
Boehringer Ingelheim • Agile Journey: Focusing on the Mindset and Principles, Collaborating Across Silos, and Leveraging Design Thinking & Lean Startup
Speaker details
Konica Minolta • The Journey of Creating a CustomerCentered R&D Unit - Building Relationship Networks, Collaborating with Customers & Lessons Learned
Speaker details
GE • The Best of Many Worlds: Combining Elements of Lean, Design Thinking, and Agile in the Digital Industry
Speaker details
Roundtable Discussion II
Siemens • Integrating Design Thinking, Lean and Agile – Learning and Failing Fast
Speaker details
Schaeffler • Bringing Design Thinking, Data and AI Together – Fostering Collaboration and the Evolving Role of User Experience
Speaker details
Fireside Chat, Plenary Sharing & Wrap Up
Drinks on the premises
Abstract
Agility & Design Thinking: Driving Agility: from Emphasizing Mindsets to Focusing on People Aspects and Experiences • Using Agile to Accelerate Collaboration across the Organization and Its Silos • Supporting Leaders and Teams in Becoming Agile: Positioning Autonomy as Interdependence • Leveraging Design Thinking for Venturing • Creating a Customer-Centric R&D Unit: Collaborating Internally and with Customers
Experimentation: Fostering Questioning Mindsets and Customer Focus • Driving Early Customer Involvement and Early Prototyping • Generating Insights with a Dual Approach to Experimentation • Weaving Design Thinking, Lean, and Agile into an Iterative Business Model Innovation Approach • Using the Benefits of Each Method to Prototype and Experiment Fast • Selecting the Right Tools from Design Thinking, Lean and Agile to Fit the Project at Hand
Culture of Collaboration & Customer Centricity Culture of Purpose for a Sustainable Future, of Internal & External Collaboration, and of Customer Driven Innovation
Speakers:
Henkel, LEGO, BSH Group, Samsung, Philips
Agenda Outline
Henkel • The Journey and Learnings of a Corporate-Startup Collaboration for Industry 4.0
Speaker details
Henkel • Leveraging Culture and Ecosystem to Drive Collaboration and Open Innovation
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The LEGO Group • Leveraging a Customer Centric Method to Future-Proof Innovation: Supporting internal Teams, whilst Building Capabilities, and Changing Mindsets
Speaker details
Roundtable Discussion I (exercise moderated by BASF)
BSH Group • Leveraging Active Listening to Build a Consumer Centric Innovation Culture
Speaker details
Samsung • Towards Life-Centered Design – Pushing Boundaries and Overcoming the Limits of Innovating for Human Centricity
Speaker details
Roundtable Discussion II
Philips • Taking Customer Experience to the Next Level & Working Lean and Agile
Speaker details
Panel & Plenary Sharing
Customer Driven Innovation & Pipeline Management Managing the Innovation Pipeline; Making Balanced & Customer Oriented Innov. Portfolio Decisions; Leveraging Customer Insights and Market Experiments for Innovation
Speakers:
BP, Samsung, LEGO, BSH Group, Fujistu, KONE
Agenda Outline
BP • Fostering a Culture of Experimentation and Customer-Centric Innovation
Speaker details
Roundtable Discussion I
Samsung • Transforming for Compelling Customer Experience: Leveraging Consumer Insights to Effectuate Customer-Centric Culture
Speaker details
BSH Group • Taking a Customer-Centric Approach to Developing a Novel Product: Playing the UX Blackjack
Speaker details
KONE • Bringing Corporate Innovation to Market: Embedding Customer Focus and Managing the Innovation Pipeline
Speaker details
Roundtable Discussion II
Fujitsu • Embedding Customer Experience within a B2B Organization: Building the Foundations and Lessons Learned
Speaker details
The LEGO Group • The 3Cs Framework – Leveraging Customer Insights for Strategic Innovation
Speaker details
Panel & Plenary Sharing
Drinks on the Premises
Strategic Foresight & Innovation Portfolio Setting up Strategic Foresight Systems; Building Scenarios, Future Worlds, and Early Warning Radars to Anticipate Future Customer Needs; Guiding Innovation Portfolio Management and Strategy with Foresighting; Translating Foresight and Insight into Action and Innovation
Speakers:
E.ON, IKEA, Philips, BMW, Beiersdorf, EDHEC
Agenda Outline
E.ON • The Journey from Insight to Impact: Foresight Approach & Lessons Learned
Speaker details
Ingka Group (IKEA) • Visions and Stories for a Better Future: The Process of Building Worlds, Learnings and the Importance of Visions and Stories for a Better Future
Speaker details
Roundtable Discussion I
Philips • nnovating for Customer Centricity: Embedding a Deep Sense of Customer Centricity and Managing the Portfolio
Speaker details
EDHEC Business School • Maturity Framework for Strategic Foresighting: Leveraging Foresight for Innovation & Performance
Speaker details
Roundtable Discussion II
IKEA • Making Balanced Portfolio Decisions: Supporting Job Owners and Leveraging Insights and Foresight within a Complex Landscape
Speaker details
BMW • Lessons Learned on Leveraging Tech Radar and Foresighting – Building PoCs and Storylines for Measurable Impact
Speaker details
Beiersdorf • Creating a Future Vision Everyone Can Work Towards: The Journey of Creating Scenarios and Translating Them Into Innovation
Speaker details
Panel on Startup Collaboration
Drinks on the Premises
Abstract
Foresight: How to Build a Fully Integrated Strategic Foresight System: Best Practices • Creating an Early Warning Radar and Generating Customer Insights • Building Future Worlds and Scenarios: Using World Building and Entertainment Techniques • Leveraging Foresight to Inform Strategy: Getting Buy-in and Creating Value • Bridging the Disconnect between Scenarios and Action • Developing a Technology Radar: And Creating KPIs to Measure Use of Insights • Translating Tech trends into Actionable Insights: Building PoCs and Storylines
Portfolio: Integrating Foresight Findings into Innovation Portfolio and Decision Making • The Portfolio Approach: from Creating Good to Best Offers for Customers • Driving the Innovation Portfolio: Leveraging past Learnings to Forestall Challenges • Replicating Success and Scaling the Approach across the Organization • Identifying Opportunity Areas to Fill the Gaps in the Innovation Portfolio • How to Do Customer-Driven Innovation: from Culture to Segmentation Strategy
Connected Customer Journeys & Innovation Culture Customer Touchpoints for Connected Services & Business Models; Personalized CX; Omnichannel Services; Customer Centric Culture; Crowdsourcing Customer Ideas; NPS
Speakers:
Deutsche Telekom, Siemens, Nissan, Philips, L'Oréal, Royal College of Art
Agenda Outline
Deutsche Telekom • How Deutsche Telekom Creates Best Customer Experience Across All Channels
Speaker details
Royal College of Art • Redesigning Design: Leveraging Service Design to Understand Customer Journeys and Drive Customer-Centric Culture and Innovation
Speaker details
Roundtable Discussion I: Issues of Special Interest
Philips • Building Advanced and Connected Services: Embedding Customer Journeys into End-to-End Services and Minding the Pitfalls
Speaker details
Siemens • Customer Driven Innovation: Building an Incubation Unit, Creating New Processes, and Fostering a Customer-Centric Culture
Speaker details
Roundtable Discussion II: Choice between: 1) From Customer Journey Mapping to Blueprints - Turning Insights and Strategies into Successful Innovation, exercise facilitated by Clive Grinyer (Royal College of Art); 2) Topics of choice
Nissan Motor Corporation • Transforming Customer Experience: Mapping Customer Journeys, Driving Change, and Building an Omnichannel Strategy
Speaker details
L'Oréal • Ensuring Superior Omnichannel Experience and Developing Services and Relevant Personalization Strategies
Speaker details
Panel & Plenary Sharing
Drinks on the premises
Tour
Abstract
Customer Journeys & Experience: Driving Customer Experience across the Company, and Engaging Non-Customer Facing Functions • Using a Comprehensive NPS System and Generating Insights to Optimize Customer Experience • Creating a Customer Journey Map: Mapping Frustrations and Expectations at Each Stage • Translating the Journey Map into Company-Wide Changes: Redefining Profiles and Processes • Using Understanding of Customer Pain Points to Innovate on Assisted and Non-assisted Touchpoints • Building and Delivering on New Transformative Customer Journeys • Creating an Omnichannel Strategy: Moving past Rigidity to Reach Customers Where They Are
Customer-Centric Culture & Innovation: Driving Customer-Centric Culture: Involving the Right People and Taking a Structured Approach • Building an Incubation Unit to Drive Customer Centric Innovation • Leveraging Design as a Strategic and Holistic Tool • Creating a Playbook for Co-visioning with Customers: Working Backwards from Vision to Reality • Managing the Interaction with the Rest of the Organization to Take the Projects to Scale
Culture of Agility & Customer Centricity Scaling Agile Principles & Mindset Beyond Software; Iterating with Customers for Innovation; Instilling Servant Leadership; Nurturing a Customer Oriented Culture
Speakers:
Thales Alenia Space, HEINEKEN, LEGO, Siemens, Schneider Electric
Agenda Outline
Thales Alenia Space • Driving a Culture Shift: Fostering Agile Mindsets, Infusing Intrapreneurial Culture and Taking a Customer-Centric Approach to Innovation
Speaker details
HEINEKEN • Driving Agile Transformation: Building an Integrative Learning Approach and Managing Pushbacks
Speaker details
Roundtable Discussion I
The LEGO Group • Transforming to Agile within a Product Company: Changing Ways of Working in the Digital Space and Collaborating & Fostering Customer Agility
Speaker details
Siemens • Fostering Agile Mindsets and Leadership: Anchoring New Behaviors and Ways of Thinking & Acting
Speaker details
Roundtable Discussion II
Schneider Electric • Driving Customer Centricity – and Leveraging the Six Thinking Hats to Bring Detractors on Board
Speaker details
Panel & Plenary Sharing
Drinks on the premises
Abstract
Agility: Driving Agile beyond Scrum and Software Teams: Dos and Don’ts • Fostering Change the Agile Way: Organizing and Setting up Effective Interventions • Taking an Experience-Based Approach to Support Leaders in Transitioning to Agile • Creating Anchors to Maintain New Behaviors: Changing Mindsets and Driving Agile Practices • Key Pillars of Agile Leadership: from New Capabilities to the Role of a Catalyst • Managing the Two Speeds of Agile Transformation: System Improvements and Speed Limits • Bridging Agile and Non-Agile: Creating the Structure to Link the Methods’ Different Aspects • Fostering Cross-Functional Collaboration and Infusing Intrapreneurial Mindsets
Customer centricity: Driving Customer Centricity: Focusing On Customer Outcomes & Organizing around Audiences • Engaging Leadership in Driving Customer-Centricity: from Adapting Incentives to Prioritization • Supporting People in Adopting Human-Centric Tools to Drive Change across the Board • Embedding Customer Centricity into Everyone’s Jobs: Bringing People Closer to Customers • Taking a User-over-Customer Approach: Leveraging Lean Startup to Identify Needs and Iterate
Culture of Customer Centricity for Innovation Customer Centricity for Research & Innovation; End-Consumer Insights for B2C and B2B; The Role of Digital – Connecting the Dots between Customer Data & Opportunities
Speakers:
Danone, BP, Siemens Energy, Siemens, IKEA
Agenda Outline
Danone • Driving Consumer Centricity to Design Healthy Superior Innovations
Speaker details
Roundtable Discussion
Siemens Energy • Getting Comfortable with the Uncomfortable: Making the Shift to Subscriptions and Co-Creating with Customers
Speaker details
Siemens • Moving from Tech Focus to Customer Centric Approach: Co-Visioning with Customers and Building Internal Startups
Speaker details
IKEA • Democratizing Research: Building a Platform to Visualize and Understand People’s Lives
Speaker details
Roundtable Discussion
BP • Democratizing Customer Centricity and Human-Centric Design: Adapting Metrics and the Role of Leadership
Speaker details
Panel & Plenary Sharing
Drinks on the premises
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