Connected Strategy: Building Continuous Customer Relationships for Competitive Advantage

Author Speaker Series

 

The Internet of Things, robo investment advisers, wearable fitness devices, remote health care operations . . . business executives in many industries are currently being inundated with a confusingly and exhaustingly broad range of technological developments that enable new business models.

There is, however, a common thread among all of these developments: firms are fundamentally changing how they connect with their customers. Rather than having occasional, episodic interactions--where customers realize they have an unmet need and then look for ways to fill it--firms are striving to be continuously connected to their customers, providing services and products as the needs arise, even before customers become aware of them.

Firms such as Nike, Disney, Progressive Insurance, McGraw-Hill Higher Education, Medtronic, Hewlett-Packard, and Tesco are developing and competing on connected strategies: creating superior customer experiences through connectivity while simultaneously driving dramatic improvements in operational efficiencies and reshaping their industries.

Strategy and operations experts Nicolaj Siggelkow and Christian Terwiesch reveal the emergence of connected strategies across a broad array of industries and show how these strategies work, how they eliminate the trade-off between superior customer experience and low cost, and how companies can formulate, design, and implement them. In showing how to create a connected strategy, the authors reveal the four pathways--respond-to-desire, curated offerings, coaching, and automatic execution--for turning occasional, episodic interactions into continuous relationships. Siggelkow and Terwiesch show you how to:
 
  • Reshape the connections between customers, suppliers, and your firm
  • Create the right revenue model
  • Make the best technology choices to support your strategy

Integrating rich examples, how-to advice, and tools in the form of "workshop chapters" throughout, this book is the ultimate resource for creating connected relationships with your customers and redefining the connections in your industry.

Speakers:

Nicolaj Siggelkow is the David M. Knott Professor of Management at the Wharton School, University of Pennsylvania. He is a Co-Director of the Mack Institute for Innovation Management and the former Department Chair of Wharton’s Management Department. Nicolaj studied Economics at Stanford University and received a Ph.D. in Business Economics from Harvard University. He has been the recipient of more than 30 MBA and Undergraduate Excellence in Teaching Awards, including the Lindback Foundation Distinguished Teaching Award, the highest teaching award of the University of Pennsylvania, and the Helen Kardon Moss Anvil Teaching Award, the highest teaching award of Wharton. Nicolaj is the Academic Director of several executive education programs at Wharton and has been involved in many custom programs for organizations, teaching strategy and managerial decision making. He has developed the online course “Business Strategy from Wharton: Competitive Advantage” and co-hosts the weekly Sirius XM Radio show “Mastering Innovation.”

Christian Terwiesch is the Andrew M. Heller Professor at the Wharton School of the University of Pennsylvania. He is a Professor in Wharton’s Operations and Information Management department, co-director of Penn’s Mack Institute for Innovation Management, and also holds a faculty appointment In Penn’s Perelman School of Medicine. His research on Operations Management and on Innovation Management appears in many of the leading academic journals ranging from Management Science to The New England Journal of Medicine. He is an award winning teacher with extensive experience in MBA teaching and executive education. In addition to his teaching and his research, Professor Terwiesch is host of “Work of Tomorrow”, a national radio show on Sirius XM 132. He holds a doctoral degree from INSEAD and a Diploma from the University of Mannheim.

When:
Tuesday, May 21, 2019 (official launch date of the book)
6:00 PM - 8:00 PM

Where:
Midtown location (Note: Address will be sent via email to all registered guests 24-48 hours prior to the event to the "Primary Email" address listed in your profile. Please review your profile to confirm that the email address listed is correct.)

Cost:
WCNY Supporting Members - $20 (WCNY supporting membership costs $95/yr at Join/Renew Membership)
Other Wharton Alumni & Alumni Guests - $40
Gold & Benefactor Members - $0

Click here to register. Please register early as events can and do sell out quickly.
 
Due to building security requirements, you must pre-register for this event.  Walk-ins cannot be accepted.
Registration is subject to availability and will close on Monday, May 20th at 3:00pm - No Exceptions! 

Cancellations must be made at least 48-hours (business day) prior to the event date by sending an email to Gabriela Sanchez. Refunds or credits for future events are not available for any no-shows or late cancellations.