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Martha Ferez
Head of Change for Non-Financial Risk, Deutsche Bank
Martha is the Head of Change for Non-Financial Risk Management at Deutsche Bank, where she also performs as an agile trainer and coach. Martha has a Management Consulting background with a client portfolio that includes most Big UK Banks. She is a certified Lean Six Sigma Black Belt and has completed other certifications in risk, product and project management. Martha's professional experiences have led her to connect the customer value to the strategic vision. This approach has enabled her to manage the alignment of the highest-level company priorities to strong day-to-day operations. She hopes attendees find her insights useful in their day to day jobs.
Connecting Customer Value with Strategic Vision
Customer centricity is about providing a value proposition which delivers a positive experience to build trust and loyalty. In most cases, that results in an increased profit and employee engagement. However, with evolving technologies, competitors and regulations, what once comprised a positive experience, can quickly become obsolete.