Customers, and the insight they can offer about your organisation, are one of the most important assets any company has. Applying this insight in the right way can have significant positive commercial impacts – from strong brand relationships through to long-term reliable growth and increased CLV – and should be a key focus of CX and insight leadership within an organisation.

However, whilst the benefits of such an approach seem self-evident, it’s often not as easy as it seems to embed such an approach across an organisation. Creating an environment when the insight that customers give is the driver of activities needs leadership support, staff buy-in, and for the longer-term needs of the customer to be promoted above short-term benefits. Given the challenges which exist in implementing such an approach, this can seem an uphill battle

This expert-led think tank will consider the challenges around such an approach, and offer insight into how to overcome them, helping attendees understand both the value of being a customer-led business as well as practical steps to take along this path.