The business landscape today is subject to continuous pressure: competition, regulations, environmental change, shareholders and workforce expectations drive companies to needing continuously adapting themselves.

But an even more complex factor is the evolution of the expectations and behavior of the client. Social networks are coming into existence, connectivity is everywhere, digitization is widespread, and many potential consumers are aging. One-stop shopping is a disappearing habit. The only answer is to transform the organization into a customer focused enterprise. This enterprise focuses rather on the relationship than on the products and services it offers. But building such a customer focused enterprise is a huge challenge, on the organizational, cultural and also technical level. Fortunately, technology is offering excellent capabilities to enable a company to evolve to a customer focus equivalent to what the small groceries of the early sixties offered. This session will explain the different ingredients of the customer focused enterprise, the roadmap towards it, and illustrate this challenging journey with concrete examples of success stories and failures.