Episode 3: The Importance of Customer Obsession


In this episode, host Chris Thornton interviews President and Co-Founder, Cheryl Ferguson about Daggerwing’s experiences helping companies successfully put the customer at the center of their business. As part of their conversation, Chris and Cheryl discuss a recent Forrester case study on how Daggerwing strategically partnered with HP to create a culture of customer obsession that transformed their printing business. Cheryl also speaks on the idea that the convergence of data, personalization and design thinking is changing how entire companies are holistically managing customer experience design.

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Chris Thornton is a Senior Principal and member of the global leadership team at Daggerwing Group. In his role, Chris serves as a source of strategic counsel for Senior Executives with client firms, advising them on how to help clients achieve Executive alignment, transform their cultures and equip and enable people managers to lead and embed change. An expert in the people side of change with both client-side and consulting experience, Chris has worked with leading companies including Nestlé, Pfizer, and GE Aviation to do change right and make it stick. He is also an active speaker on business transformation, a driver of innovation in Daggerwing’s breadth of change consulting services, and the host of Daggerwing Group’s podcast, [email protected] Chris and his wife were featured in the New York Times for their love of pie.
Cheryl is the President and Co-Founder of Daggerwing Group – taking great pride in helping clients break the cycle of change management failure to see their transformation visions realized. For more than 20 years, Cheryl has worked globally on the people side of business transformation challenges ranging from corporate customer-centricity shifts and talent strategies to enterprise-wide culture change and the introduction of new operating models. She has deep specialization in helping marketing leaders at Fortune 500 firms transform the role of marketers and modernize marketing practices and capabilities.
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