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Value Creation and the Customer Centric Approach – San Francisco, CA

October 15, 2019 - October 16, 2019

Wharton San Francisco


“Customer centricity” is a management framework that challenges companies to build stronger relationships with customers through the use of data. But there are different, and often contradictory, perspectives about what customer centricity really means. This hands-on workshop serves to clarify the “customer centric” path, define the advantages of this shift from a “product centric” approach, and outline key elements for successful implementation in your firm.

Through this journey, the concepts of Value and Value Creation will also be addressed. Theory, hands on exercises, and practice will combine to provide the foundation to understanding what it means to manage for value and how to design management and performance measurement systems oriented around this goal. The art of value creation requires a blend of accounting, finance, business metrics, organizational design, corporate strategy, and psychology – position your firm for success as you apply these concepts and tools.


  • The importance of the lifetime value of a customer
  • Experience application of concepts through advanced simulation based learning
  • The shift from “product-centric” to “customer-centric” thinking
  • The tactical “building blocks” underlying customer centricity
  • Key elements of implementing a customer centric program
  • Profit advantages behind the customer centric approach
  • The dividing line between value creation and value destruction
  • Application of the Opportunity Cost of Capital (OCC) principle as it relates to value creation


Current and future leaders with 5+ years of experience.

Additional Info

To see the program agenda, click on the following link.


Wharton San Francisco
2 Harrison Street, Floor 6
San Francisco, CA 94105
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Cornerstone Rate: $3,000
Standard Rate: $6,000
Includes program fees, accommodations & meals.

Travel & Lodging

This program includes overnight hotel accommodations for October 14 and October 15. In order to guarantee hotel availability participants must register for the program by the hotel cut-off date. Hotel accommodation is not guaranteed for participants who register after the cut off date. Participants are responsible for their own travel expenses and for making their own travel arrangements to and from San Francisco.

Hotel Information
Le Meridien
333 Battery Street
San Francisco, CA 94111


Program dates and times are as follows:

Monday    October 14, 2019    6:00 pm –  7:30 pm Welcome Reception (optional)
Tuesday    October 15, 2019    8:00 am –  5:30 pm Evening activity to include

dinner and cocktails

Wednesday   October 16, 2019    7:30 am –  3:00 pm


Casual business attire is appropriate for the program.

Chubb Contact

Kathleen W. Overlin
Chubb Agency Education Manager


Peter S. Fader

Peter S. Fader is the Frances and Pei-Yuan Chia Professor of Marketing at the Wharton School of the University of Pennsylvania. His expertise centers around the analysis of behavioral data to understand and forecast customer shopping/purchasing activities. He works with firms from a wide range of industries, such as consumer packaged goods, interactive media, financial services, retailing, and pharmaceuticals. Managerial applications focus on topics such as customer relationship management, lifetime value of the customer, and sales forecasting for new products. Much of his research highlights the consistent (but often surprising) behavioral patterns that exist across these industries and other seemingly different domains. These insights are reflected in his book, Customer Centricity: Focus on the Right Customers for Strategic Advantage.

David Wessels

David Wessels is an Adjunct Professor at the Wharton School of the University of Pennsylvania. Named by BusinessWeek as one of the nation’s top business school instructors, David teaches courses on corporate valuation, investment banking, and venture capital to undergraduates, MBAs, and executives in Philadelphia and San Francisco. He has been recognized by his students with the school’s top MBA teaching award, and recognized nationally for his research on organizational structure and financial performance. His book, Valuation: Measuring and Managing the Value of Companies, co-authored with McKinsey & Company partners Tim Koller and Marc Goedhart, is a standard text for corporate valuation and performance management.

Sarah Toms

Sarah E. Toms is executive director and co-founder of Wharton Interactive. She is a demonstrated thought leader in the educational technology field, fueled by a passion to find and develop innovative ways to make every learning environment active, engaging, more meaningful, and learner-centered. Her drive to modernize, transform, and democratize education led Sarah and her team to co-invent simpl.world, an open source simulation framework. She has spent more than twenty years as a leader in the technology sphere, and was an entrepreneur for more than a decade, founding companies that built global CRM, product development, productivity management, and financial systems. In addition, she is coauthor with Peter S. Fader of The Customer Centricity Playbook. She is dedicated to supporting women and girls in the technology field through her work with the Women in Tech Summit and techgirlz.org

Cancellation Policy

A minimum 14 day notice is required to guarantee a full refund. Please send cancellation requests to agency_education@chubb.com. Include “Program Cancellation Request” in the subject line, and your original registration information in the message body along with the reason for the cancellation.


To register for the program complete the form below and mail your tuition check in the amount of $6,000 (or $3,000 for Cornerstone agencies). Please include a copy of your registration confirmation or indicate on your check “Value Creation/Customer Centric – 2019”.

Send checks payable to Chubb Limited to:
Jessica Albert
Chubb Agency Education
202 Hall’s Mill Road
Building A 2E
Whitehouse Station, NJ 08889-1600

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Customer Centricity and Value Creation 2019 1015-1016

Your Information

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October 15, 2019
October 16, 2019
Event Categories:


Wharton San Francisco
2 Harrison Street, Floor 6
San Francisco, CA 94105 United States
(415) 296-2900


Kathleen Overlin