Customer Centricity

How do we ensure that our organisation is Customer Centric?

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How can we reorganise our businesses to build customer centric cultures, strategies and ways of working?

25th May 2021

6:00pm - 8:00pm

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The Lord Alfred

68 Petrie Terrace
Brisbane City QLD 4000

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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?

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    Join our panel of customer-centric leaders as they open their playbooks, and share their challenges and achievements developing customer centricity in their organisations. 

     

    We’ll discuss:

    • How customer centricity measurably impacts profitability
    • Case studies of successful customer-centric organisations and projects
    • Why the traditional models for determining the value of customers are flawed
    • How to develop a customer-centric strategy
    • How to foster a culture that sustains customer centricity
    • How to use customer lifetime value (CLV) and other customer-centric metrics to make smarter decisions
    • The building blocks of customer centricity: the people, processes and technology you need in place to ensure success
    • How to leverage your existing technology and data for more customer-centric outcomes
    • How customer centricity aligns with consumer data rights and corporate social responsibility
  • Transport and directions

    The closest Parking is at the Barracks which is directly opposite The Lord Alfred on Petrie Terrace.

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Here’s a sneaky peek at the speakers for this event.

Panel Facilitator: James Gauci

Panel Facilitator: James Gauci

Digital Director, PPQ

James is an agile leader and delivery specialist with a keen interest in technology and creativity. Over his 10-year career he has led cross-functional teams to deliver award-winning projects for the likes of Spotify, MTV, Northwestern Mutual, Brisbane Festival and many others. James is also an experienced general manager, having overseen operations and digital transformation initiatives in for-profit and for-purpose contexts, yielding improvements in profitability, productivity, culture, and customer satisfaction.

James is Digital Director at Personalised Plates Queensland, Non-Executive Director at Metro Arts, and sits on the national management committee of the IEEE Society on Social Implications of Technology (SSIT). He holds an MBA from Deakin University.

LinkedIn | Twitter: @jamesgauci 

Kirsty Robinson

Kirsty Robinson

Head of Experience, VMLY&R Brisbane

Kirsty is an award-winning Design Strategist who uses human centred design to work with organisations to help navigate how digital will impact their customer experience, their employee experience, and the workplace itself.  With over 20 years’ experience in digital, Kirsty has worked both in thoroughbred digital agencies and top tier management consultancies; designing customer and employee experience strategies for her clients including Automotive, FSI, Public Sector, Education and Mining.  Kirsty also works with her clients as an agile leadership coach, helping clients unlock the new agile way of working by weaving in human centred design methodologies designed to enable collaboration and co-creation and breakdown organisational silos.

vml.com
Tracy Whitelaw

Tracy Whitelaw

Chief Digital Officer, LGAQ

Tracy is a digital specialist and thought-leader with over 20 years-experience in creating customer-centric digital roadmaps and building high-performing, award-winning teams. She has led digital and social media for some of the largest events in Australia over the last decade, including the Brisbane floods, G20 and the Gold Coast 2018 Commonwealth Games. She is now the CDO at the Local Government Association of Queensland, the first in 125 years with a state-wide remit to improve data and digital maturity for all 77 QLD councils.

Tracy is a passionate advocate for using data-driven decisions to help improve both the customer and employee experience and believes you can’t have happy customers without happy employees. She's often described as a ‘breath of fresh air’ and a strong, calm leader and mentor with a relaxed approach that drives cultural change.

On the rare occasion she's not online, Tracy is living up to her proud self-confessed geekiness by indulging in her love of gaming and gadgets. She has a borderline unhealthy obsession with Converse sneakers and California. She’s also definitely Mac, not PC.

Emma Egerton

Emma Egerton

The Lumery Customer Strategy Lead

 Emma leads a team of Customer Strategists at marketing technology consultancy, The Lumery. Partnering with ambitious brands, The Lumery solve complex business problems through the end-to-end use and understanding of marketing and technology. Emma’s team collaborate with many clients, across many industries, to bridge the gap between brands and their customers. Tackling customer-centricity head on, the they generate demand and growth that is backed by data, driven by technology and creates a sustainable competitive advantage.

thelumery.com

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