Masterclass IMD x FHH

With the toughening geopolitical and economic climate, elevating customer engagement has become critical to differentiation, maintained market share and customers loyalty, even in the very high-end segment where complacency could be your worst enemy.

Despite progress made in recent years, many challenges remain in shifting for watchmakers from product to customer centricity.

In this interactive masterclass, we will reflect on how you can solve ongoing issues and prepare for the next trends in customer engagement. You will learn from your industry peers, the latest academic research from IMD and from leading executives in this particular field, all to help decide the best course of action for your brand.

- Stéphane JG Girod, professor of Strategy and Organizational Innovation at IMD Business School

- Cécile Barajas, Head of Global Consumer and Market insights at Nespresso (Nestlé)

- Andrea Puggelli, Head of Customer Journey at Automobili Lamborghini S.p.A.

FHH - Fondation Haute Horlogerie hosted a Masterclass in collaboration with IMD Business School in Lausanne, tackling the very current subject of Client Engagement.

Led by Prof. Stéphane J.G. Girod, Professor of Strategy and Organizational Innovation at IMD, the very interactive session explored customer relationships in a customer-centric industry, featuring insights from industry experts and experienced executives Cecile Barajas, Head of Global Consumer and Market Insights at Nestlé Nespresso SA, and Andrea Puggelli, Head of Customer Journey at Automobili Lamborghini S.p.A.

Participants from diverse backgrounds engaged in enriching exchanges through practical cases highlighting the need to provide a superior experience to strengthen both customer loyalty and market positioning.

We would like to heartily thank IMD and Prof. Girod for their hospitality, the speakers for their valuable contribution, and our participants for their active involvement and support. We look forward to seeing you at the next masterclass and continuing the dialogue at the heart of the watchmaking community.

09h00        Welcome Coffee

09h30        Understanding customers in their changing context IMD case study discussion

10h30        Learning from innovators: Cécile Barajas and Andrea Puggelli

11h15        Lab: Delivering the true customer engagement your brand deserves

12h00        What will come next?

12h30        Networking lunch