Sohini Ghosh

Executive Vice President Customer Growth & Change - Consumer Market KPN

Summit Day Two - Wednesday, 7th October 2026 [CET]

9:40 Fireside Chat: From Customer-Centric Vision to Business-Wide Transformation

Customer-centricity becomes meaningful when it shapes the strategic choices an organisation makes, not simply the experiences it delivers. In this fireside chat, explore how senior leaders turn customer ambition into business-wide transformation, influencing strategy, investment, propositions and organisational priorities. Drawing on their leadership experiences, they will discuss how to create lasting momentum behind customer-centric change while balancing commercial objectives, organisational complexity and the evolving expectations of customers.

Learning Objectives

Examine how senior leaders translate customer ambition into a broader business strategy and transformation agenda
Explore how customer priorities can influence strategic choices around investment, propositions, technology and organisational change
Understand the leadership principles required to sustain customer-centric transformation at scale

Key Takeaways

Define the strategic role customer-centricity should play within an organisation's wider transformation agenda
Identify where customer priorities can shape major business and investment decisions
Develop a clearer leadership approach for embedding customer-centricity as a long-term organisational capability

Check out the incredible speaker line-up to see who will be joining Sohini.

Download The Latest Agenda

In Partnership With:

QUESTIONS?

Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 113 210 042
Fax: 44 (0) 207 368 9301
Email: enquire@iqpc.co.uk