Tuesday 4 May 2021, 11:00am – 12:00pm AEST
Summary
How do customers rate your team?
With 70% of customers basing purchasing decisions on how they feel they are being treated by a brand (McKinsey), customer-centricity is clearly important for businesses. In today’s competitive world, only the best experiences and interactions stand out.
Managers report lost customers, poor employee performance, churn, productivity issues and poor understanding of customer needs as the key challenges they are trying to overcome by cultivating customer-centric teams.
Join Anand Rego and Eric Lutley as they spend an hour workshopping the best tools for true customer-centricity in 2021.
In this webinar you will learn:
- To identify the common pitfalls that impede a team’s ability to be customer-centric
- To adopt customer-centric tools for immediate implementation
- How top companies drive customer-centric change inside their teams
Speakers
Anand Rego
Principal Consultant at The Rainbow Butterfly Foundation
Having led high-performing teams in the education, banking and consultancy sectors, Anand is passionate about finding `better ways of doing things’. He is constantly unlearning, relearning, and building shared accountability to deliver outstanding results. Some of his key approaches include embedding Agile, Lean and Design Thinking methods and mindsets at scale to enable customer-centric outcomes, accelerate the pace of change and build highly engaged cultures.
Eric Lutley
Head of Partnerships at Academy Xi
Eric specialises in finding solutions to help organisations keep up to speed in digital, design, emerging technology and data. From 1-day customer-centricity courses, to scaled digital literacy programs, to technical training for redeployment scenarios, he works alongside organisations to adapt their workforces to our changing world.
About us
Academy Xi’s team training services were built to solve a problem. New ways of working are creating disciplines that did not previously exist, and organisations are struggling to keep their workforces up to date. This create skill gaps within and between teams, which can lead to internal friction, poorly designed products, systemic customer service failures and weak market traction.
Our mission is to optimise your organisation’s culture and performance through education. We provide concise, actionable training in the fields of design, digital and business. By embedding these skills across teams, we have helped some of the world’s largest (and smallest) organisations create a more engaged workforce, design better customer experiences, and increase market share.
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Meet your instructors
Aravinth Balu
Aravinth is currently the Product Lead at FLIP. He is also an Advisory Board Member for Grouptag, a networking app that assists users to make new friends and grow their network with like-minded people based on their skills, goals and experiences.
Throughout his career, Aravinth has co-founded two different companies including Urban Minder, a holiday home management services provider as well as fixatmine – an online platform that allows the user to regain control from dealerships and workshops by offering upfront payments for the user to instantly book an expert mechanic, completing the job at the comfort of their own home. Prior to this, he worked at PwC Australia as a Manager for Corporate Strategy & Ventures, with a backing experience in Insight Analytics.
Chris IIluk
Chris has successfully co-founded the company Layer - an IP Licensing marketplace built for games & the interactive entertainment industry. His previous vast experience spans from various industries where he worked as a Product Lead at Agersens, Propeller Aero and OpenAgent.
Hear from our community
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Clinton Chan
This course was honestly one of the best courses I have had the pleasure of attending in my entire learning career. Not a day goes by in my job when I am given a task and I think to myself "I can do that because we covered this thoroughly in the course!” I don't think I could have come this far this quickly without your support and guidance across the course.
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Lurnea Simmons
Always friendly and welcoming! The community at Academy Xi and the environment they create for learning and expanding your horizons is exactly what is needed when you are looking to gain new skills. For me the courses were an adventure and investment in my development I'll always value and have gained immensely from.
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