Larry Thomas on Customer Centrism Starting with the Human

Is focusing on the employee experience a precursor to focusing on the customer experience What are “need states”? What are some challenges to making a company more customer centric? Larry Thomas, managing director and North America lead of Accenture’s Customer Insight and Growth Practice sits down with host Andy Murray to discuss his answers and insights to these questions and more in Episode 5 of the “It’s a Customer’s World” podcast. Larry has a lot of experience in consumer goods and retail and spent several years working in strategy before his interest turned toward customer centrism. This interest led him to his current role and aligns with the trend toward customer centrism that put Accenture — his employer of about 20 years — on the map. Getting into more detail about what organizations should do to adopt this trend, Larry shares about the need to “start with the human,” the value of focusing on need states, and the challenges businesses face — especially with regard to data.

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Equipped with more than 30 years of experience in retail, most recently as the Chief Customer Officer for Walmart Asda in the U.K., host Andy Murray is sharing his expertise through his new role as the founder and executive chair of the Customer Centric Leadership Initiative at the University of Arkansas Sam M. Walton College of Business. Now more than ever, retailers and brands are accelerating their quest to be more customer centric, but to be truly customer centric, it requires both a shift in mindset and ways of working, not just in marketing but in all parts of the organization. Through his initiative and this podcast series, Andy will be talking with practitioners, thought leaders, and scholars to hear their thoughts on what it takes to be a leader in today’s customer centric world.