Leading Customer-Centric Organisations in an AI-Enabled World
This Masterclass is for middle to senior managers and executives who are involved in customer management, customer service, marketing, IT and operations functions, as well as consultants from B2B, B2C or not-for-profit organisations.
📣 Register for our Leading Customer-Centric Organisations in an AI-Enabled World Masterclass
Artificial Intelligence (AI) is changing more than businesses – it's changing customers.
Around the world, customers are becoming more informed, less patient, and increasingly comfortable using AI to make decisions, solve problems, and interact with organisations. As expectations rise, traditional customer journeys are struggling to keep pace. The organisations that succeed will not be those with the most advanced technology, but those that use AI to create simpler, more trusted, and more effortless customer experiences.
This highly practical three-hour masterclass is designed for middle and senior managers who want to understand what AI means for customers, employees, and business performance. Rather than focusing on technology, the session explores AI through a customer lens – examining how customer behaviour is changing, where friction still exists, why trust matters more than ever, and how organisations can apply AI in ways that create genuine value.
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Date |
3 September 2026 |
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Host |
Professor Moira Clark |
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Time |
10:00–13:00 (SAST) |
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Delivery method |
Face-to-face |
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Cost |
R4,025 (Including VAT) (covers facilitation and meals) |
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Location |
Henley Africa Campus, 1 Witkoppen Rd, Paulshof, Johannesburg, 2191 |
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Professor Moira Clark Moira Clark is Professor of Strategic Marketing at Henley Business School and Founder and Director of The Henley Centre for Customer Management. Her work bridges academic research with real-world business applications, focusing on customer-centric strategies and service excellence. Professor Clark is renowned for her expertise in Strategic Customer Management, with her research and consulting focusing on areas such as Customer AI, Customer Engagement, Key Account Management, Customer Centricity, Customer Experience, Customer Journey Mapping and Service Excellence. She has worked extensively in the area of best practice customer experience, its impact on retention and loyalty, and the critical linkages between employee behaviour and customer retention. Her scholarly work has been widely published in top ranked journals, including the Academy of Marketing Science, Journal of Retailing, Journal of Business Research, Psychology and Marketing and International Journal of Management Reviews. |
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