Customer Experience (CX) and Organizational Design: Anticipating Customers’ Needs in Advance to Differentiate Your Company from the Competitors

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Customer Experience (CX) and Organizational Design: Anticipating Customers’ Needs in Advance to Differentiate Your Company from the Competitors

September 26 @ 3:00 pm - 5:00 pm

USD15 - USD35

The most successful campaigns are the ones that focus on the customer and the customer experience. Having good customer service is no longer enough. Companies need to anticipate customer needs to be competitive.

Customer Experience (CX) and Organizational Design

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People forget what you said. People will forget what you did. But people will never forget how you made them feel.
– Maya Angelou

Customer centric design impacts all parts of the business but in this case, marketing plays the key role in developing the vision and driving the change. In this program, we will discuss the key elements of a customer centric strategy, what changes need to be driven to be successful and how marketing provides the impetus for the change by driving the vision, assessing the gaps, and gaining support for the journey.


When you attend this event, David Lee will show attendees:

  1. Good customer service is no longer enough. Companies have to think about customer centric strategy to compete (anticipating needs of customers in advance).
  2. Taking a Customer Worldview is a driver for Org Design/Business Transformation and impacts all processes and functions of the company.
  3. There are three paths to customer centric strategy:
    • Continuous Customer Analysis
    • Integrated Information
    • Customer Focused Culture
  4. Marketing plays a key role in driving this type of design.
  5. Three steps for starting the customer centric transformation are:
    • Vision: Determining where you want to go
    • Assessment: Determining the length of the journey
    • Commitment: Gaining support for the journey


AMA Member: $20
Non-Member: $35
Student: $15
AIGA/ANA/AZIMA/AAF Phoenix Members: $20

Reserve Your Spot Today




About the Speaker:
David William Lee sees missed opportunity in organizations that fail to adapt and embrace change and has made it his purpose to help them achieve their full potential.

Wherever we look today in business – no matter the industry – organizations are realizing that the structures, values, and principles that once made them strong have become a liability. The way they organized and led no longer works in today’s ever-changing environment.

For the last twenty years, David has studied how organizations lead change and how those who adapt to complexity, volatility, and uncertainty to become responsive to change can gain a great competitive advantage.

As a global executive and Managing Director of MSS Business Transformation, David helps companies strategize, prepare, and lead change using agile and responsive principles.

About the Company:
MSS Business Transformation facilitates and assists in the transformation of your operations to: accelerate your speed to execution, respond rapidly and adapt to change to deliver higher returns to shareholders.

MSS Business Transformation enables you to grow at the speed of change, embrace a digital agenda, stay ahead of disruption, cultivate innovation, and engage and empower your employees.

By delivering rapid performance improvement to transform companies facing significant operational and market challenges, MSS Business Transformation helps our clients achieve market leading results.


Reserve Your Spot Today


September 26
3:00 pm - 5:00 pm
USD15 - USD35


Fleming’s Prime Steakhouse & Wine Bar
6333 N. Scottsdale Road
Scottsdale, AZ 85250 United States
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