Tom DeWitt

In this master class session, join Tom DeWitt, Ph.D., Director of Customer Experience Management at Michigan State University, as he shares insights on the importance of customer-centricity in driving organizational success. Through engaging discussions, assessments, and case studies, attendees will learn about the critical drivers of customer-centricity, including leadership, collaboration, and implementation. Participants will also gain practical skills and tools to help create a customer-centric culture in their organization.

By the end of the session, the audience will understand:

• The importance of customer-centricity in driving organizational success
• The key drivers of customer-centricity, including leadership, collaboration, and implementation
• Practical skills and tools for creating a customer-centric culture in your organization

In this masterclass, Tom DeWitt, Ph.D., Director of Customer Experience Management at Michigan State University will present a comprehensive employee engagement approach incorporating a 15-measurement scoring system. Through practical implementations and strategies, Dr. DeWitt will guide leaders on how to structure their internal systems and communicate for optimal employee engagement. The session will be hands-on, with real-time examples and best practices from years of research.

By the end of this session, attendees will:

• Understand the three dimensions of employee engagement and how to leverage each one for maximum impact
• Learn practical strategies for implementing an effective employee engagement program within their organization
• Discover how to address common challenges and obstacles to employee engagement and how to measure and track progress over time