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Innovation Dialogue 4 - Customer Centric Innovation

Co-creating Value with your Customers

London |
Speakers include:
Miranda Sharp

Miranda Sharp

Ordnance Survey

Dharmesh Shah

Dharmesh Shah

Airbus Defence and Space

Andy Rowland

Andy Rowland



Our 4th Innovation Dialogue will take a practical look at how corporates are redesigning their innovation processes to bring customer intelligence from the outside, in.

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2018 Event Photos

View 2018 event photos here.




"The smartest, most Senior and most engaged group discussion of a big and important topic that I have attended in a long time"

Ivan Dubovsky, MD, Head of Business Transformation, Barclays UK

"I was impressed by the outstanding quality of the presentation and the high calibre of delegates"

Ken Daly, CEO, JML

"One of the only such sessions that I've been to which is truly strategic and thought provoking"

Darren Goldsby, CDO, Jamie Oliver Group

"Excellent event on innovation which is not just presentations but an opportunity to have dialogues with like-minded people!"

Raj Gupta, Head of Healthcare Innovation, Linde

"FTLive brings together people facing similar challenges in different industries with a positive impact"

Mel Walker, RVP, Innovation and BD, Otsuka Europe


full overview


Customer-centric innovation turns traditional innovation models inside-out. Conventionally, ideas are sought inside a company with the product and service innovations they produce delivered to customers outside the company. Customer-centric innovation, conversely, takes some of this process outside, by collaborating with consumers in the external environment and spaces they inhabit and then bringing their ideas back in. It’s not a new concept, but as businesses move from a transactional to experiential mindset to stay in tune with evolving consumer expectations, it is an increasingly popular one. It means lots more winning ideas, engenders brand loyalty, creates a sense of community, and reduces the risk of new products and services failing to thrive in the marketplace because they are not really what consumers want.


Speakers (6)

Miranda Sharp

Miranda Sharp

Director of Innovation
Ordnance Survey

Miranda Sharp is Director of Innovation at Ordnance Survey where 3 years ago she created a Smart Cities practice to collaborate with people from a spectrum across academia, large and small business, public and private sector to using place-based insights to seize the golden opportunities emerging from a ‘Smarter’ world.   She is a member of the Mayor’s Smart London Board, the National Infrastructure Commission’s Future Technology panel, Future Leader for ICE Project 13 and a board advisor to the award-winning See Sense. She’s excited about creating a world-beating digital economy in the UK based on high performing digital infrastructure and innovative business models.

Dharmesh Shah

Dharmesh Shah

Business Innovation Manager
Airbus Defence and Space

Dharmesh Shah is a Business Innovation Manager at Airbus Defence and Space. He has successfully led the development and implementation of the internal innovation pipeline for the division, creating a portfolio of over 70 funded projects in various stages of development incubated across Europe.

He mentors and coaches the intrepreneurs to grow their internal startups and create sustainable added value to the company.

He has recently shifted his focus from near term innovation to over the horizon moonshots and a more open innovation model, building partnerships with incubators, accelerators, universities and tech hubs worldwide to identify startups, synergies and potential collaborations.

Dharmesh has transformed the culture of Airbus, encouraging the entrepreneurial spirit within the company.

Andy Rowland

Andy Rowland

Head of Customer Innovation Energy, Resources & Manufacturing

With over 30 years of experience in IT, Andy is an award-winning business technologist holding a special interest in the evolution of new technologies in the interconnected world.

Andy is responsible for using innovation to help address his customer’s business challenges, providing thought leadership on everything from big data, to the internet of things, to cyber security.

Luc  Meriochaud

Luc Meriochaud

Head of Innovation
Deutsche Bank

Luc Meriochaud is Managing Director for Innovation at Deutsche Bank. His focus is on Deutsche Bank’s global Private & Commercial Bank and Postbank as well as Wealth Management. Prior to joining Deutsche Bank, Luc spent 13 years with McKinsey and Goldman Sachs, with a focus on strategy and innovation for financial services in Europe, Asia and North America. Luc studied Economics and Business in Paris, Oxford and Berlin and has a Ph.D. in capital markets theory. He has been an active startup mentor in Berlin and beyond for many years.

Danielle Winandy

Danielle Winandy

Head of RISK Innovation Office
BNP Paribas

Danielle joined BNP Paribas Securities Services 10 years ago and has been working in Innovation for 9 years.

She was one of the pioneers promoting and spreading innovation in BNP Paribas. Passionate about innovation, she is also the founder of Gate4 (a crowdsourcing/funding platform for Intrapreneurs), Lumen Project (with other external companies transforming the Intrapreneurship landscape in France), and many other initiatives.

She was in the first wave of Intrapreneurs recognized as such at the group level.

She became the first expert on Disruptive Strategy for the bank after certification at Harvard Business School last year.

Danielle has been Head of RISK Innovation Office since the summer of 2017. She is in charge of the Innovation strategy for this control function, manages internal and external connections, and manages the community of champions worldwide.

Thomas Skidmore

Thomas Skidmore

Innovation and Strategy Manager

Thomas Skidmore currently works within Innovation and Strategy team for Telefonica UK, predominantly driving new technology adoption across the business to deliver future commercial opportunities. Tom has also worked for Telefonica globally during his time in Silicon Valley where he very much focused on true innovation partnerships across all Telefonica Operating Businesses’ and specialised in customer loyalty / engagement.


Keynote Speakers (2)

Mehran  Gul

Mehran Gul

Project Lead, Digital Transformation of Industries,
World Economic Forum

Mehran Gul is the Project Lead for the Digital Transformation of Industries at the World Economic Forum in Geneva, Switzerland. His work focuses on topics at the intersection of technology and business. Specifically, he works with global business leaders to develop strategies to ensure their digital transformation investments results in tangible outcomes. Mr Gul previously served as an Expert at the United National Industrial Development Organization (UNIDO) where he advised governments on the role of higher education and entrepreneurship on industrial policy. He received his graduate degree in International Relations from Yale where he was a Fulbright scholar and a Fox International Fellow. He has been a visiting scholar at the Jawaharlal Nehru University in New Delhi, a Global Leadership Fellow at the World Economic Forum, and a regional fellow with the Acumen Fund. He is a recipient of the McKinsey/Financial Times Bracken Bower prize for writers and is currently authoring a book on The New Geography of Innovation which charts the rise of global technology hubs. It will be published by HarperCollins in the UK and Simon & Schuster in the US.

Andy Katz

Andy Katz

Global Head of Strategy
PA Consulting

Andy Katz is a growth expert, identifying and delivering new sources of strategic growth with clients across industries.

Andy heads PA’s strategy service and leads their work on commercial growth and innovation strategy. By putting the customer at the heart of new strategies, he works with the leaders of major organisations to conceive, demystify, qualify and take to market new commercial growth initiatives. This includes new products, services and stand-alone businesses.

Andy also supports business leaders as they seek to develop innovative, accelerated and agile innovation capabilities that tie into commercial goals.

Andy has advised businesses globally, working in industries including energy and utilities, business information, healthcare, consumer packaged goods and defence. This work has secured billions of new value through business development, commercialising innovation and technology, and providing an entrepreneurial, action-oriented and pragmatic perspective.

chair (1)

Andrew Hill

Andrew Hill

Associate Editor and Management Editor
Financial Times

Andrew Hill is an award-winning columnist and senior journalist at the Financial Times. As Associate Editor and Management Editor, he writes a weekly column on business, strategy and management, as well as contributing longer features and taking part in video discussions and podcasts. He is a regular public speaker and chair of panels on leadership and management.

Since joining the FT in 1988, Andrew has worked in various roles, including editor of the daily Lombard column on British business and finance, Financial Editor, Comment & Analysis Editor, New York Bureau Chief, Foreign News Editor, and correspondent in Brussels and Milan. He is a member of the FT’s Editorial Board.

Andrew was named Business Commentator of the Year 2016 in the Editorial Intelligence Comment Awards and Best Commentator at the 2009 Business Journalist of the Year Awards, where he also received the Decade of Excellence award for sustained achievement in business and financial journalism.

His latest book is Ruskinland (Pallas Athene, 2019), a personal exploration of John Ruskin’s life, work and enduring influence on our world, published to coincide with the bicentenary of the great thinker’s birth. He is also the author of Leadership in the Headlines (FT Publishing, 2016), a selection of his FT columns and insights about how leaders lead.


Agenda - 18th Sep

  • 8:30am
    Registration and welcome reception
  • 9:00am
    Chair’s opening remarks

    Andrew Hill, Management Editor and Associate Editor, Financial Times

  • 9:05am
    Keynote Address: Are customers at the centre of your universe?

    Andy Katz, Global Head of Strategy, PA Consulting

  • 9:25am
    PANEL No. 1 Transitioning to a truly customer-centric mindset

    Our panelists will discuss what they consider to be the most apt contemporary definition of a 'customer-centric' corporate mindset, and how the definition has changed over time in their industry sectors. They will also examine the practical steps their companies are taking to redesign their innovation processes in order to bring customer intelligence from the outside, in.

    Luc Meriochaud, Head of Innovation, Deutsche Bank
    Andy Rowland, Head of Customer Innovation, BT
    Danielle Winandy, Head of RISK Innovation Office, BNP Paribas
    Andy Katz, Global Head of Strategy, PA Consulting

    Moderated by Andrew Hill, Management Editor, Financial Times 

  • 10:10am

    An opportunity for delegates to reflect on and discuss what they’ve just heard.

  • 10:30am
    Tea & Coffee Break
  • 10:50am
    PANEL No. 2: Deploying technology for successful customer-centric innovation

    As companies move from a transactional to an experiential mindset to stay in tune with evolving customer expectations and behaviors, contributors to this discussion will focus on some of the technologies that are being deployed to enable more collaboration with customers in the innovation process, citing practical examples of both the successes and the failures.   

    Miranda Sharp, Head of Smart Practice, Ordnance Survey
    Dharmesh Shah, Business Innovation Manager, Airbus
    Thomas Skidmore, Innovation and Strategy Manager, Telefonica

    Moderated by Andrew Hill, Management Editor, Financial Times 

  • 11:30am

    Delegates are joined at their tables by panel speakers to reflect on and discuss what they’ve just heard.

  • 11:50am
    Fireside chat

    Mehran Gul, author, The New Geography of Innovation and FT Bracken Bower Prize winner, 2017 

    In conversation with Andrew Hill, Associate Editor and Management Editor, Financial Times

  • 12:10pm
    Chair’s closing remarks

    Andrew Hill, Management Editor and Associate Editor, Financial Times

  • 12:15pm
    Networking lunch

The benefit of Circular Dialogues

What is a Circular Dialogue?

A scheduled space built into the programme for our audience to reflect on what’s just been said on stage, and to share personal experiences with peers, speakers, and journalists.

Who's involved?

You will meet a mix of innovation leaders from a range of industry sectors and be involved in small group conversations that will help deepen your own understanding of how best to make customer-centric innovation happen. These circular dialogue sessions are also a great way to add to your professional contacts list. Bring plenty of business cards!

What's the benefit to you?

Conferences formats sometimes overlook the need for delegates to talk about what's just been said on stage. It can feel like going to see a really good film and then not be given the opportunity to unpick it afterwards. The circular dialogues are an informal opportunity for you to have your say about what's just been said on stage - while it is still fresh in your mind.



IET London: Savoy Place
2 Savoy Place
London WC2R 0BL
Tel: +44 (0)20 3813 7375


Presented by (1)

The Financial Times is one of the world’s leading business news organisations, recognised internationally for its authority, integrity and accuracy. The FT has a record paying readership of one million, three-quarters of which are digital subscriptions. It is part of Nikkei Inc., which provides a broad range of information, news and services for the global business community.

In association with (1)

An innovation and transformation consultancy, we believe in the power of ingenuity to build a positive human future in a technology-driven world.
As strategies, technologies and innovation collide, we turn complexity into opportunity.
Our diverse teams of experts combine innovative thinking and breakthrough technologies to progress further, faster. Our clients adapt and transform, and together we achieve enduring results.
We are over 2,600 specialists in consumer, defence and security, energy and utilities, financial services, government, healthcare, life sciences, manufacturing, and transport, travel and logistics. And we operate globally from offices across the Americas, Europe, the Nordics and the Gulf.
PA. Bringing Ingenuity to Life.

Supporting Partner (1)

Founded in May of 2006, Innoget is a trusted global open innovation network for business people, startups, experts and the academic community to list, discover, and get unique online innovation collaboration opportunities around the world.

With a growing community of users and a world-class customer service, Innoget offers a simple and secure opportunity to make trustoworthy contacts and advance their innovation. Whether an investment opportunity in a Startup, a R&D funding project, a technology solution request, a Research & Development grant, or a patent for licensing, Innoget connects people from more than 180 countries to initiate collaboration projects with guaranteed protection of their Intellectual Property and Confidentiality.

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Financial Times
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Financial Times
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Financial Times
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Financial Times