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Customer-centric operations: getting inside the minds of your customers

Find out how organisations work to ensure a customer-centric approach

  • 28 Apr 2020, 9.00am to 28 Apr 2020, 10.00am BST (GMT +01:00)
  • This is an online event.
  • This event is free
Register for this event This event is invitation-only

In this session, Professor Brandon-Jones will discuss ways in which organisations can ‘deconstruct’ their product and service offerings, identify key operational improvement priorities, understand sources of gaps between customer expectations and perceptions of service, and re-think their approaches to customer failure and complaints.


Alistair Brandon-Jones is a Professor in the School of Management at the University of Bath

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