Keynote: Customer centricity in tough times
summary
MYOB details concrete moves: it rolls out a chatbot and online help that lift self‑service resolution rates, migrates desktop customers to an online product (initially increasing form times, then improving week‑by‑week through targeted releases), adopts the ThoughtWorks Technology Radar to reduce tech sprawl, and doubles down on a quarterly progression/promotion process instead of market pay hikes—resulting in ~10 percentage‑point engagement gains. The approach centers on actuality ambition authenticity.
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chapters (17)
- 0:00Customer centricity in tough times
- 2:31Why customer centricity matters
- 3:32Economic challenges and resilience
- 5:58Debunking tech unicorn myth
- 7:23MIB as tech partner for SMBs
- 9:30Balancing customer needs and sustainability
- 11:13Defining customer centricity
- 12:56Power of ambition and authenticity
- 16:49Authenticity in customer relations
- 19:16Lessons in authenticity and constraints
- 19:38Support challenges and digital transformation
- 23:13Desktop to cloud transition
- 26:48Execution over grand visions
- 27:30Technology radar and innovation
- 30:56Fair pay and employee retention
- 34:29Constraints for sustainable growth
- 36:34Q&A on customer centricity and AI
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