Ep31: Customer Centricity Networx Podcast

Customer-centric philosophy has changed the game of acquiring, serving and retaining customers. Modern businesses treat their customers as segments of one, personalising the customer journey at every stage, and doing what’s right by customers to continually build their loyalty. We know this increases customer lifetime value, satisfaction and profitability, but with limited resources, how can we reorganise our businesses to build customer centric cultures, strategies and ways of working.


Panel of Speakers:


Kirsty Robinson, Head of Experience, VMLY&R LinkedIn Tracy Whitelaw, Chief Digital Officer, LGAQ LinkedInEmma Egerton, Customer Strategy Lead, The Lumery LinkedInPanel Facilitator: James Gauci, Digital Director, PPQ LinkedIn | Twitter: @jamesgauci

We’ll discuss:


How customer centricity measurably impacts profitabilityCase studies of successful customer-centric organisations and projectsWhy the traditional models for determining the value of customers are flawedHow to develop a customer-centric strategyHow to foster a culture that sustains customer centricityHow to use customer lifetime value (CLV) and other customer-centric metrics to make smarter decisionsThe building blocks of customer centricity: the people, processes and technology you need in place to ensure successHow to leverage your existing technology and data for more customer-centric outcomesHow customer centricity aligns with consumer data rights and corporate social responsibility