NOVEMBER 5-9, 2018
Official Conference of the
International Institute of Business Analysis 


Wednesday, November 8, 2017

2:00 pm – 3:00 pm | Presentation | Room: Java 1 & 2

Customer Value Creation: What's Beyond Customer Experience

Presented by: Art Drake


Attendees will learn about the concept of Customer Value Creation and the implications to their organization when adopting this paradigm.  Predicated on Peter Drucker's perspective related to customer value ("The starting point for management can no longer be its own product and service, and not even its known market and its own end-uses for its products and services. The starting point has to be what customers consider value.”), attendees will start to examine how their organizations might change to create more value for their customers.   We will assess how the creation of customer value relates to the current "customer experience" models, and clearly define the new opportunities for organizations to move beyond the concept of customer experience.   This presentation will incorporate the concepts of business architecture and the design of new business models.

Learning Objectives:

  • Introduce the concept of "Customer Value Creation."
  • Understand the implications to customer experience.
  • Determine transformational considerations for the organization.

Event Trail(s)



 Art Drake

Art Drake

Founder and CEO
Discite, LLC

Art Drake has worked with for-profit and not-for-profit organizations to develop transformational strategies to reorganize how companies operate and evaluate performance. This includes helping companies implement the concept of "Customer Value Creation." From establishing a clear baseline to defining a target operating model, Mr. Drake has helped organizations achieve change. The focus of this change centers on the concept of creating more value for customers. Not just planning, but the execution of projects to effect this change.

Art's 2017 Presentations:

  1. Customer Value Creation: What's Beyond Customer Experience
    Wednesday, November 8, 2017 (2:00 pm – 3:00 pm)

Building Business Capability is the only conference that provides insight into Business Analysis, Business Architecture, Business Process, Business Rules, Business Decisions, and Business Strategy & Transformation toward the pursuit of business excellence.



Event Produced and Organized by Rising Media in association with Business Rule Solutions Copyright © 2010-2017, Rising Media, Inc. All Rights Reserved.

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