Masterclass x IMD 2

Masterclass IMD x FHH


IMD Business School


28 May 2024

Elevating Customer Engagement in Watchmaking

For the first time, Fondation Haute Horlogerie is joining forces with the renowned IMD Business School and Professor Stéphane JG Girod to offer a unique Masterclass.


The Masterclass will delve into Client Engagement, one of the subjects discussed and debated during the last edition of the FHH Forum

As spaces are limited, please register now by clicking on one of the links below:

Programme. Programme. Programme. Programme. Programme. Programme. Programme. Programme

How to take your customer experience and engagement to the next level?

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.


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