Taking a customer-centric approach for the delivery of digital and technology solutions has been identified by many organisations as being critical to their future success and so a big driver of change.

So how do organisations evolve and grow their technology and organisational capability, to deliver both customer value and sustainable business success?

Birds of a Feather executive lunch – Sydney 2015

DiUS and AWS (Amazon Web Services) recently brought together a small group of like-mind executives to discuss the topic “How organisations are tracking toward greater customer-centricity”.

The discussion was kicked off by Robyn Elliott (CIO, Fairfax) as the group, including executives from Qantas, Vodafone, Bauer, iSentia, Global Red, UBS and AAM, tackled customer centricity and related topics over a lunch at the fabulous QT Hotel in Sydney.

It was quickly clear that organisations are tackling customer centricity in different ways and are on different points of their journey as they aim to drive value for both customers and stakeholders.

Three takeouts included;

  • Taking customer centricity from strategy to reality requires an application development & organisational capability that is strongly focused on creating customer value, rather than simply improving operations.
  • To stay in tune with shifting market and consumer needs, organisations need to be able to listen more intently to customers and respond quickly with a stream of tactics (be they small improvements or desired new features). At the same time, gathering feedback to ensure they are on the right track to achieving their goals is crucial.
  • It is useful to be mindful that customer-led innovation can also be a trap if overly focused on the short-term over the strategic big picture. So it is important to stay focused on the key drivers or levers of your business when innovating.

DiUS is passionate about sharing knowledge and experience to facilitate innovation and new ideas. This was the second Birds of a Feather event of an ongoing series and DiUS and AWS are planning to hold these events regularly in both Melbourne and Sydney.

To find out more, email Paula Ngov, Business Development and Partnerships Principal.

Read more about the first Birds of a Feather event, Continuous Delivery from a Business Perspective.