Dr. Giuseppe Stigliano

THE FUTURE OF CUSTOMER EXPERIENCE 
The retail landscape is undergoing a transformative shift, driven by technological advancements and evolving consumer expectations. As we move into this new era, companies must develop a more sophisticated approach to integrating these innovations, focusing not just on the technology itself, but on creating meaningful and seamless customer experiences. This transformation is redefining traditional operating models and business strategies.

Key Components:
-Explore the shift from the urgency to digitize toward understanding the specific digital transformations that individual companies can effectively absorb and implement.
-Analyze the evolving concept of the customer journey that now spans physical, digital, and virtual realms and understand how to create seamless and integrated experiences across these three dimensions.
-Delve into the importance of optichannel, a strategy that optimally combines multiple sales and communication channels to meet customer needs in a fragmented world.

THE BUSINESS IMPLICATIONS OF AI
Artificial Intelligence (AI) is revolutionising the business landscape, driving efficiency, innovation, and the creation of new business models. In this new phase, companies must navigate the complexities of AI integration to remain competitive and relevant. This masterclass will explore the profound business implications of AI, from operational enhancements to strategic transformations, as well as its impact on marketing, sales, and brand loyalty. Participants will gain insights into how businesses can harness AI's potential to thrive in the modern market.

Key Components:
-Examine how AI is reshaping business processes, from automating routine tasks to enhancing decision-making capabilities.
-Discuss the strategic shifts required for effective AI integration across various business functions.
-Explore the role of AI in personalising customer interactions and improving service delivery.
-Delve into the ethical considerations and governance frameworks necessary for responsible AI deployment.
-Learn how to leverage AI to gain a competitive edge in a rapidly evolving market landscape.

POST-DIGITAL LEADERSHIP
The term "Post-digital" refers to the beginning of a maturity phase in the so-called digital era, where people, institutions, and companies develop a more mature relationship with what was previously seen as a disruptive technological revolution. In the post-digital age, we take that disruption for granted and focus on creating a new reality. This phase has widened the gap between old and new leadership models. Leaders at both emerging and established companies must navigate different customer expectations, consumer behavior, experiential benchmarks, and a competitive landscape.

Key Components:
-Understanding Organisations: Explore how different organisational structures adapt to the post-digital landscape.
-Different Leaders for Different Companies and Stages: Identify the types of leadership required for companies at various stages of
their lifecycle.
-What Makes a Leader: Delve into the essential qualities and skills that define effective leadership in the post-digital era.
-The ‘Right’ Leadership: Discuss strategies for cultivating the appropriate leadership style to meet contemporary challenges.

CONSULTATIVE SELLING
As Jeffrey Gitomer famously said, “People don’t like to be sold—but they love to buy.” The "Consultative Sales Masterclass" focuses on evolving sales techniques in a rapidly changing marketplace. This session explores how professionals can adopt a consultative, customer-centric approach, transforming from ‘sellers’ into trusted ‘advisors’. Participants will learn to align the needs and challenges of clients with the solutions offered by their organizations, fostering long-term relationships and driving mutual growth. This approach goes beyond selling products or services, emphasizing the creation of genuine shared value for clients through deep understanding and partnership.

Key Components:
-Understanding the Consultative Sales approach: delve into the core principles that shift focus from selling products to solving client
problems.
-Building Trust and Credibility: learn techniques for establishing and maintaining trust, ensuring credibility in all client interactions.
-Tailoring Solutions: develop skills in customizing solutions based on deep client insights, addressing unique challenges and goals.
-Leveraging Data: use data analytics to inform sales strategies, enhance client engagement, and provide value-driven insights.
-Managing Complex Sales Cycles: explore methods to effectively navigate longer sales processes, including stakeholder management and
maintaining engagement.

LEADING TRANSFORMATIONAL CHANGE
Effective leadership in transformational change has become a critical skill for business leaders. The challenge is not just in implementing change but in leading it in a way that inspires confidence, overcomes resistance, and creates a sense of shared purpose across the organization. While change is often situational and reactive, true transformation is cultural—it involves a deeper shift in mindset rather than just a change in skillset. To leave a lasting impact, leaders must aim for transformation that permeates the organization’s culture and values, fostering adaptability and resilience at every level. This masterclass will provide a comprehensive framework for leaders and managers to understand the dynamics of transformational change, emphasizing the need to balance structured planning with the flexibility to adapt to unforeseen circumstances.

Key Components:
-Understand the critical elements of a transformative vision that resonates with all stakeholders.
-Learn strategies to communicate the vision effectively, addressing concerns and anxieties, and turning resistance into support.
-Discuss real-world examples of businesses that successfully navigated transformational change by blending strategic planning with agility.
-Learn how to cultivate an organizational culture that embraces change, values innovation, and is resilient in the face of challenges.
-Identify common barriers to transformational change, from silos to cultural resistance, and develop strategies to overcome them.

SCALING YOUR BUSINESS
Scaling a business is a complex and demanding process that requires a fundamental shift in leadership style and approach. This masterclass will explore the critical leadership adjustments needed to successfully scale an organization. Participants will examine the unique challenges that arise during rapid expansion—such as decision-making bottlenecks, communication breakdowns, and the 'success trap' where past achievements can hinder future innovation. The session will also delve into strategies for cultivating a robust leadership pipeline and fostering an environment that empowers individuals at all levels to contribute effectively to the organization’s ongoing success.

Key Components:
-Learn to adapt leadership styles to suit different phases of growth, ensuring alignment with evolving organizational needs.
-Explore how to transition from hands-on management to strategic oversight, fostering a culture of trust and delegation.
-Recognize key challenges like decision-making bottlenecks, communication failures, and stagnation from the 'success trap,' and learn
strategies to streamline processes and improve cross-functional communication.
-Understand the role of leadership in fostering an environment where team members feel empowered to make decisions and contribute to
the company’s strategic goals.
-Learn how to maintain the agility and entrepreneurial spirit of a startup even as the organization scale.