At this event, we'll confront a new imperative: creating and nurturing a system of interdependent, self-reinforcing practices that align internal employees and external partners — and the processes, policies, and technology that enable them to do their jobs — around customers.

This is not just the same old “focus on the customer” message. It requires a new way to manage companies, looking deep into every process and incentive to see whether it supports the overall goal: to deliver a great customer experience.