Staying competitive in challenging times

01 Nov 2023 12:00 AM

View video for Staying competitive in challenging times on YouTube (with transcription)

01 Nov 2023 Online event

In the first of five webinars for Customer Centricity Month 2023, Stuart Tayler, Practice Director at cxpartners and Max McShane, Head of Digital at Octopus Energy looked at some different strategies for prioritising work when times are tough and showed how putting your customers at the heart of business decisions can help you to be more resilient.

About

Even though times are tough, you can’t afford to fall behind. In this session we reviewed some different strategies for prioritising work – from “playing it safe” to “sticking to your guns” to more extreme approaches to agility. We looked at how different organisations have applied the strategies and the things you need to consider if you adopt them. Above all else, we showed why customer centricity is key, and show you ways you can bring it into every strategy.

Watch this webinar to find out:

  • Key prioritisation strategies being applied in challenging times
  • How organisations are adopting the strategies
  • What you need to bear in mind when adopting them

About the speakers

Stuart Tayler, Practice Director, cxpartners

Stu has over 15 years of experience in user experience and service design for a range of clients, including Google, Nike and The Co-operative Bank. He’s worked in-house for Nokia and Dyson on their electric car programme.  This breadth of experience helps him to understand what makes organisations customer-centric. His work at cxpartners focuses on putting that into practice through designing and leading programmes to help organisations increase their customer centricity.

Max McShane, Head of Digital, Octopus Energy

Max joined Octopus Energy 6 years ago with a shared ambition to lead a much overdue revolution of the energy industry and help fast track the globe to a zero carbon future. He pioneered digital marketing at Octopus Energy, conducting many of the in-house campaigns that helped see the company grow from scrappy start-up to the one of the largest energy suppliers in the UK. Being part of the team that helped establish Octopus’ customer centric outlook, Max now consults on Octopus’ global expansion sharing the strategies that helped them not only survive through challenging times but thrive.

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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