Keynote: Customer-Centricity

Event Overview

Top-performing companies know that customer-centricity isn't just an aspiration or a feel-good philosophy — it's the engine of real sustainable growth. And the data proves it: Organizations that excel at customer-centricity consistently outperform their peers across every meaningful metric.

Businesses that truly understand and respond to customer needs see higher retention rates, stronger brand loyalty, and, ultimately, better financial results. Yet many companies struggle to move beyond surface-level customer service to actually win and retain happy customers.

Join Stijn van Osselaer, S.C. Johnson Professor of Marketing at Cornell's Johnson Graduate School of Management, and AT&T Vice President Josh Goodell for a brisk conversation on customer-centricity, connecting leading academic research and well-established industry practice.

Professor van Osselaer, whose research focuses on branding, customer loyalty, and consumer decision making, meets Mr. Goodell, known for his “roll up the sleeves” approach to customer-focused service at AT&T, to explore how customer-centricity transforms good companies into great ones.

What You'll Learn

How to map and optimize your customer journey across all touchpoints and interactions
Best practices for segmenting your market and developing targeted customer strategies
Methods to measure and maximize customer lifetime value for sustainable growth
Steps to transform your organization's structure and culture to become truly customer-centric
How to make customer-centricity not only operational but also cultural throughout the entire business

Speakers

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Josh Goodell

Vice President, Product Experience

AT&T Consumer

Josh Goodell currently leads Mass Markets Product Experience for AT&T Consumer customers. His team of product professionals delivers wireless and broadband software, product strategy and roadmaps including app strategy, broadband firmware, smart home experiences, and BSSe/ACC transformation. In his over-20-year career with AT&T, Mr. Goodell is known for his “roll up the sleeves” approach to building innovative organizations at the forefront of technological development, from concept to reality, to scale.

In his previous leadership role, Mr. Goodell led Product Development and Management for AT&T’s 18M consumer broadband customers. His team delivered wall-to-wall Wi-Fi solutions through industry-leading equipment, the top-rated management application, cloud-based platforms, and security that protects customers in home and on the go.

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Stijn van Osselaer

Professor

Cornell SC Johnson College of Business

Professor of Marketing, SC Johnson College of Business

Professor Stijn van Osselaer is S.C. Johnson Professor of Marketing at the Johnson Graduate School of Management. His research focuses on branding, customer loyalty, connecting customers with service providers, and the influences of learning, memory, and cognition in consumers’ decisions. His work has appeared in the Journal of Marketing Research, Journal of Consumer Research, Journal of Marketing, and many other scientific journals. Professor van Osselaer serves on the editorial review boards of the Journal of Consumer Research, Journal of Marketing, Journal of Consumer Psychology, and International Journal of Research in Marketing, and he has twice served as an associate editor at the Journal of Consumer Research ((2008 to 2011, 2012 to 2018).

At Johnson, Professor van Osselaer teaches the core marketing course. He previously taught at the University of Chicago’s Booth School of Business, London Business School, and Rotterdam School of Management. From 2012 to 2013, he was a visiting research scholar at the University of Colorado’s Leeds School of Business. In 2015, Professor van Osselaer served as the president of the Society for Consumer Psychology. He has also co-chaired the 2010 annual conference of the Association for Consumer Research (ACR) and served as a member of this organization’s board of directors.

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