Making Customer Centricity a Reality - Panel Summary

Customer centricity is a term that has been around for a number of years, but what does it mean in a business-to-business environment and how do we turn the words into a change in the way in which our businesses are run?

Alan Thompson

We were delighted to host our fifth online panel discussion in June, which continues our series on Providing Leadership in the New Normal.

Sincere thanks are extended to our panellists for sharing their insights and stories:

Louise Evans, Head of Customer Experience at UCAS
Paul Willoughby, Head of Insight & Strategy Research at the Beazley Group
Peter Lavers, Director of Customer Attuned and recognised influencer in the subject

In this summary, we will recap the key points that were discussed during the event: –

What customer centricity means to our panellists?
What impact the pandemic has had on their approach?
What challenges they have faced in developing and implementing a customer centric approach across their organisation?

Read the summary here

Ellie Luk

Ellie’s career began in retail marketing for luxury and main stream brands over 20 years ago in London and in Hong Kong, where she was responsible for creating e-commerce platforms, initiating marketing strategies, developing B2B collaborations and partners and orchestrating customer events and conferences.

A keen project manager, Ellie is firm but patient in controlling and executing marketing communications, building B2B alliances, managing and developing the series of C-Level conferences “The Great Debate” for our B2B clients, enhancing customer relationship management and developing multi-channel customer strategies.

Read the summary here

Watch the panel discussion here

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