Why you need a ‘Customer Centric’ culture to succeed at customer experience

What exactly does it mean for a business to be ‘customer centric’, how does it play out in the real world and what benefits can it bring organisations and their CX strategy?

Using real life examples, Dr Linden Brown from MarketCulture Strategies, international speaker and author of The Customer Culture Imperative, demonstrates how brands that develop a ‘customer centric’ culture succeed at customer experience and growing their business.

He will be assisted by an expert panel of CX practitioners as they delve into the critical issues facing organisations around building a more ‘customer centric’ mindset and culture throughout the entire business.

Main takeaways:

• Learn how to build a ‘customer centric’ culture within your organisation.
• Understand how important having such a culture is in driving customer experience success.
• Learn how to obtain buy-in from stakeholders within the organisation for your CX project and initiatives.

Agenda:

• 8.30: Introduction
• 8.35: Main Presentation by Dr Linden Brown
• 8.55: Discussion Panel (Paul Clark – Service Delivery Manager at Alinta & Ayelet Mendel-Girin – )
• 9.20: Questions
• 9.30: Close

Main Presenter – Dr Linden Brown

Linden has worked as a management consultant, academic and an entrepreneur in start-up organizations. For more than 20 years he has worked with multi-national firms in North America, Europe and Asia-Pacific to develop their market-focus capabilities and business strategies. He has had Visiting Professor appointments at several universities including INSEAD (France), Cranfield (England) and the University of Technology, Sydney (Australia). Linden has published 14 books on management, marketing and strategy.

DISCUSSION PANELISTS

Amanda Behre – Head of Marketing for Gumtree Australia

Paul Clark – Service Delivery Manager at Alinta

Ayelet Mendel-Girin – General Head of Customer Experience at Humm Group