This two-day hybrid event successfully sparked a meaningful conversation around Customer Centricity, one of our strategic enablers towards our Project 2023 ambition. Held on October 29th in Obernai and online on October 30th, the event engaged nearly 240 colleagues across various functions and market areas to discuss how we can better integrate a customer-first mindset into the Group’s daily operations.

Esther Sorin, Digital Marketing & Customer Experience Senior Director and Stream Champion for Customer Centricity, set the scene in her welcoming speech, highlighting that "deepening our understanding of our customers through gathering insights and, most importantly, acting on them so we become number one in the eyes of many more customers" is imperative. This vision sparked a meaningful dialogue throughout the event, both on and off the stage. 

The discussion then continued with key speakers Roger Claessen (Residential & Distribution Business & Int. KAM - Senior Director) and Frank Weinbissinger (Project Business Technical Support Senior Manager Europe), who respectively delved into what does customer centricity imply within Diffuse and Project Business models, two pivotal growth areas for the company.

Participants engaged in interactive sessions focused on enhancing customer-centric approaches. Activities included learning to harness online customer feedback, exploring a digital platform for sharing customer success stories, experiencing Hager solutions through hands-on workshops with the Hager Ready app, and diving into survey insights to drive impactful improvements.

As one participant noted, "Customer centricity makes only sense when it’s supported by everyone, from the start of the experience to full satisfaction." We thank all the colleagues who joined the conversation as these talks were a crucial step in deepening the Group’s approach to customer centricity.