Katharina Lange is Affiliate Professor of Leadership at IMD. She specializes in self-leadership and cross-cultural team leadership in times of change. Before joining IMD, Katharina led the Office of Executive Development at Singapore Management University (SMU, where she directed Open Programs such as ALPINE (Asia Leaders Program in Infrastructure) and the J&J Hospital Management Program. She is Co-Program Director of the Leading Customer – Centric Strategies and IMD’s signature Orchestrating Winning Performance (OWP) program.
Technology alone cannot unlock all the answers for understanding customers. Companies must blend soft skills such as empathy, humility and audacity with digital innovation to achieve true customer centricity. ...