Greg Sebasky followed JB wood with a fabulous presentation titled "Seasons of Ownership - Delivering Services from the Customer’s Perspective." It built on a number of JB's remarks around value-added support and products/services convergence and gave incredible insights into the transformation that Philip's is making.He hit on a number of important themes including:
- How they are using net promoter scores to identify and drive transformation priorities in their healthcare business
- How they have built their transformation around a 'seasons of ownership' which has change the entire way they interact with their end customers
- Gave a superb example of how multiple parts of Philip's come together to build a differentiating capability in the 'Ambient Experience'
At the end of his session Greg hosted a number of questions from the audience and a small group gather around him for further Q&A as the main group headed off into the first round of concurrent breakout sessions.
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