Building customer-centric teams

08 Nov 2023 12:00 AM

View video for Building customer-centric teams on YouTube (with transcription)

08 Nov 2023 Online event

  • Neil Schwarz

    CXPartners

    Neil Schwarz

  • Rizwana Hussain

    CXPartners

  • Sarah Blewett

    carwow

    Sarah Blewett

In our second webinar for Customer Centricity Month 2023, ‘Building customer-centric teams’ Rizwana Hussain – Principal Service Designer, Neil Schwarz – Experience Strategy Director and Sarah Blewett – Head of Research at carwow looked at how you can establish a team to advocate for your customers and bring their voice into your organisation.

About

Customer insight is key to delivering good products and services. And even if your prioritisation strategy is to “play it safe”, customer insight can still help you de-risk your work. But where do you start? By building a team that can champion working in a customer centric way. In this session we looked at the steps organisations can take to set-up a team and bring customer insight into their decision making. We discussed the skills and processes you’ll need, the types of projects to focus on, and the political wrangling you’ll need to do.

Watch this webinar to find out:

  • How piloting new ways of working is the best way to kick start change.
  • How choosing the right projects can help or hinder your efforts
  • How to go from a customer-centric team to a customer-centred organisation.

About the speakers

Neil Schwarz, Experience Strategy Director, cxpartners

Neil is an Experience Strategy Director at cxpartners and heads up our Private Sector team. He has worked at cxpartners as an experience design consultant for the last 14 years and in that time has helped many organisation to establish their user-centred design practice. Neil has lead large programmes of work for some of our biggest clients including Nationwide Building Society, Google and SSE.

Riz Hussain, Principal Service Designer, cxpartners

Riz is a strategic service designer who enjoys working on messy, systemic problems. She’s worked in design and strategy for 12 years and is passionate about bringing the human perspective to social and business problems. Riz has led teams to embed customer-centric practices both in-house (Co-op) and as a consultant. Riz is passionate about redesigning financial services to make them more inclusive and to democratise financial literacy.

Sarah Blewett, Head of Research at carwow

Sarah is the Head of Research at carwow, where she leads research globally, working with product, marketing and commercial teams to use customer insights to improve carwow’s products and services. She has 11 years of tech experience and previously worked at Thriva and Werkin.

Customer Centricity Month 2023: Creating resilient organisations

2023 was another uncertain year for many organisations. As uncertainty becomes the norm, businesses need to do more than just survive. They need to thrive. Organisations must maintain a competitive edge, even when times are tough.

Our research tells us that prioritisation is a big concern for many businesses. Getting strategy and tactics right can be tough – it’s a balancing act. Too much focus on your tactics and you might reduce your long term sustainability, competitiveness and growth, but too much emphasis on your strategy might result in slower agility to change.

For Customer Centricity Month 2023, we held five webinars throughout November that looked at how you can plan for the future whilst managing the day-to-day. And most importantly, how putting the customer at the heart of all business decisions can help you to do so.

For each webinar we were joined by expert design leaders who gave examples of the topics in practice.

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