Connected Strategy in Action: Dr Christian Terwiesch on Always-On Customer Relationships

Dr. Christian Terwiesch, the Andrew M. Heller Professor at the Wharton School of the University of Pennsylvania, Co-Director of the Mack Institute for Innovation Management, and faculty member at the Perelman School of Medicine, shares insights from his widely acclaimed book, Connected Strategy: Building Continuous Customer Relationships for Competitive Advantage. Connected Strategy explores how organizations can move from one-off customer transactions to continuous, technology-enabled relationships that create value for both customers and firms. In this episode, Dr Christian Terwiesch unpacks the four connected customer experiences respond to desire, curated offering, coach behavior, and automatic execution and explains how each reshapes the way firms anticipate, guide, and even act on customer needs. He also discusses the strategic, organizational, and data challenges leaders must address to design effective connected strategies, from breaking down silos and building trust to rethinking revenue models and learning loops that sustain long-term competitive advantage. This podcast is brought to you by Global Management Consultancy. For more information, please visit www.globalmanagementconsultancy.com. Disclaimer: A. The background music used in this video is the property of its respective developer and is protected by Copyright. Although it is a free version, Business Talk, Global Management Consultancy and Deepak Bhatt do not hold the rights to this music. B. Dr. Christian Terwiesch offered thoughtful perspectives from his acclaimed book, “Connected Strategy: Building Continuous Customer Relationships for Competitive Advantage,” in his conversation on the Business Talk podcast channel. The uploaded video contains copyrighted material; therefore, any modifications to graphics, music, or the presence of the author or host are strictly prohibited.