Customer centricity in tough times
summary
A clear, actionable argument for choosing direction over pleasing every request with concrete outcomes: MYOB moves from phone to digital support and resolves about 80% of requests digitally, migrating desktop users to cloud caused a temporary productivity hit then recovered to UMUX 80%+ after iterative fixes, a tech radar constrains languages to regain leverage, and resisting market salary spikes in favor of staged promotions raises engagement by +10%. The throughline is pick a consistent, authentic path and execute.
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chapters (11)
- 0:00Customer centricity intro
- 1:06Past challenges and future uncertainties
- 3:14MYOB’s tech pioneer journey
- 5:20Defining customer centricity
- 7:04Three pillars of customer centricity
- 9:37Phone to digital support
- 13:09Desktop to cloud migration
- 15:38Team autonomy vs tech choices
- 17:45Remuneration strategies during attrition
- 19:31Focus and execution in tough times
- 21:18Summary and call to action
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