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Episode 5

Larry Thomas on Customer Centrism Starting with the Human.

It's A Customer's World Podcast

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Continuing in the conversation, Andy and Larry turn to the topic of agility, and Larry describes the role and challenges of becoming agile, the related need for speed, and the role of creativity. He also explains the interconnection between customer experience and employee experience, before Andy shares questions for Larry from some Walton College students. Larry fields questions about data privacy, the new focus on meeting customer needs, the “decade of the home,” and Accenture’s practice of hiring college students. Finally, he offers advice to graduating college students to give them hope as they look to begin their careers.

Key Takeaways

 

0:42 - Andy introduces his guest, Larry Thomas

1:51 - Discussing Larry’s job and professional journey

3:09 - Customer centricism’s impact on Accenture

6:42 - Introducing the concept of “need states”

7:16 - Challenges to making a company more customer centric

9:44 - Today’s data and how to think about it

13:21 - Agility and moving toward digital shopping

16:56 - Introducing the topic of creativity

19:10 - Employee experience as a precursor for the customer experience

24:18 - Questions from students — starting with one on privacy concerns

26:53 - The push to meet customer needs

29:14 - Discussing the “decade of the home”

34:45 - Accenture’s hiring

37:09 - Larry’s advice for graduating seniors

Meet Your Host: Andy Murray

 

Andy is a highly effective senior leader with a passion for growth, creating cultures that unleash talent, and building capabilities through collaboration across functions. He has held leadership roles across retail (Walmart), CPG (P&G), start-ups (Mercury 11, Saatchi X) and global organizations (Asda U.K.). A creative problem solver, innovator, and marketer, he is known for building high-performing teams and delivering results.

Andy is a lifetime Honorary Board member of the University of Arkansas's Center for Retail Excellence where he helped developed the Center's presence and Innovation conferences. He is also an Early Board Member for the Soderquist Center for Leadership and Ethics college. Andy was inducted into the Shopper Marketing Hall of Fame in 2013 for his pioneering work in developing best practices and industry leadership in the emerging field of Shopper Marketing. He currently serves as Chairman of Asda Foundation.