- IMD Business School  - IMD Business School  - IMD Business School

Customer-centricity : Three traps and three moves

Executive MBA masterclass | Limited seating | Lausanne
When 3 September 2024 at 18:30 (CEST)
Where Switzerland/Lausanne
Duration 3 hours 15 minutes

Executive MBA | Masterclass | Lausanne

Experience IMD education with this complementary masterclass led by Professor Frédéric Dalsace. Limited seating.

An IMD Executive MBA masterclass on the journey towards true customer-centricity

Join us on IMD’s Lausanne campus for an engaging and interactive face-to-face masterclass experience.

Customer-centricity matters. A lot. Professor Frédéric Dalsace will identify three common customer-centric traps that firms fall into and unravel the three moves that you can use to reap customer-centric rewards in terms of growth and innovation.

The concept of customer-centricity is hardly new and is fairly easy to understand. Why is it, then, that so many established firms seem to forget about their customers and become internally focused? There is often confusion about how to put the principles of customer-centricity into practice – at the core, genuine customer-centricity is about transformation. This session will give you practical insights that you can apply within your context.

This masterclass is ideal for professionals who are interested in harnessing customer-centricity for their business, aiming to refine their leadership style and anyone interested in IMD’s Executive MBA program.

Here’s a snapshot of the insights this masterclass will cover:

  • Understanding the concept: Identify the three key dimensions of customer centricity.
  • Enlist the help of two crucial enablers: Understand how digital technology and leadership behaviors are foundational to unlocking customer-centricity.
  • Introspection and experimentation: Learn how a focus on experimenting and mindset leads to growth and innovation.
  • IMD’s approach to leadership: Engage with our unique blend of theory and practical application, focusing on developing leaders who are prepared to face tomorrow’s challenges.

Following the masterclass, connect directly with our Program Advisors, who will offer:

  • A comprehensive breakdown of IMD’s Executive MBA.
  • Expertise on how learning at IMD can align with your career goals and strategic business objectives.
  • Answers to all your queries related to our Executive MBA.

We look forward to welcoming you!

Please be advised, this event will not be recorded. Seize this unique occasion to immerse yourself in IMD’s enriching learning journey in real-time.

 - IMD Business School
About the event

Customer-centricity: three traps and three moves

When:  03 September 2024 at 18:30 CEST

Where: IMD Campus – Ch. de Bellerive 23, 1001 Lausanne, Switzerland


  • 18:30 – 19:00: Registration & welcome
  • 19:00 – 20:00: Masterclass with Professor Frédéric Dalsace- “Customer-centricity : three traps and three moves”
  • 20:00 – 20:45: Presentation of the IMD Executive MBA
  • 20:45 – 21:45: Networking cocktail


Register: Registration is required. Limited seats available

Preview the IMD classroom experience
  • Enjoy a stimulating hour of teaching with top faculty
  • Get new tools and frameworks to apply to your own business
  • Experience fun ways to learn with IMD’s stimulating teaching methods
Get all your questions answered

Program Advisors will answer your individual questions:

  • Personalized recommendations
  • Career impact
  • Getting started: Dates & payment options
  • 18:30 – 19:00: Registration & welcome
  • 19:00 – 20:00: Masterclass with Professor Frédéric Dalsace – “Customer-centricity : Three traps and three moves”
  • 20:00 – 20:45: Presentation of the IMD Executive MBA
  • 20:45 – 21:45: Networking cocktail
 - IMD Business School
Viktor Lolev and Karin Ahlner Feij

Senior EMBA Admissions Manager and Head of Executive Development Services

Our experienced team look forward to meeting you during this session. Feel free to ask any questions you have so they can guide you towards the best Executive MBA experience.

Register for this event

After submitting your registration, please check your emails to confirm your attendance and secure your seat.

We look forward to meeting you and answering any questions you may have.