Matt Best

So yeah, and clearly why you've been so successful since then in understanding where customer centricity comes from, why that's so important. So customer centricity, what is it? Well, I mean, Forbes defines it as the ability of an organisation to understand and meet customer needs and expectations. But what is it to you?

Yeah, that's fascinating. And some might be listening to this and saying, well, that's about the product. No, it's not that, right? In order to make that product sing, you need the people behind it. So, you know, thinking about that and we think about why that's then important as a unified approach across your whole business. How do you take that from a product initiative? We drive everything.

Yeah, that's fascinating. And some might be listening to this and saying, well, that's about the product. No, it's not that, right? In order to make that product sing, you need the people behind it. So, you know, thinking about that and we think about why that's then important as a unified approach across your whole business. How do you take that from a product initiative? We drive everything.

This is why our customers love it and make it something that lives and is the sort of foundation of a business.

This is why our customers love it and make it something that lives and is the sort of foundation of a business.

A whole load of stuff in there to unpack, Liz. I mean, you talked to me about roles and responsibilities and Johnny will know without that clarity of process, that clarity of ownership. But then you also said something which some might think that contradicts that in the sense that the whole business needs to be customer centric and the whole business needs to be focused on the customer.

A whole load of stuff in there to unpack, Liz. I mean, you talked to me about roles and responsibilities and Johnny will know without that clarity of process, that clarity of ownership. But then you also said something which some might think that contradicts that in the sense that the whole business needs to be customer centric and the whole business needs to be focused on the customer.

And I think some people say, well, that means that everybody owns a bit of it. Yeah, but people still have jobs and people still have certain responsibilities that talk to their skill set. It's finding that balance, isn't it?

And I think some people say, well, that means that everybody owns a bit of it. Yeah, but people still have jobs and people still have certain responsibilities that talk to their skill set. It's finding that balance, isn't it?

It's peer pressure, Lesley, but I think the devil's in the detail with that example in that you've been in at that client. You're not sitting there from an ivory tower pushing people to commit stuff they're not comfortable to commit. You've been on the other side of the table to that customer.

It's peer pressure, Lesley, but I think the devil's in the detail with that example in that you've been in at that client. You're not sitting there from an ivory tower pushing people to commit stuff they're not comfortable to commit. You've been on the other side of the table to that customer.

You're translating your confidence back into the team and back into... And I think that's the difference. It's that you talk about teams win deals and tribal knowledge, and you just simply can't... It doesn't matter how long someone's been in the business. They will not know everything. You've got to... And things are constantly evolving and constantly changing.

You're translating your confidence back into the team and back into... And I think that's the difference. It's that you talk about teams win deals and tribal knowledge, and you just simply can't... It doesn't matter how long someone's been in the business. They will not know everything. You've got to... And things are constantly evolving and constantly changing.

So the ability to pull teams together like that and go... And then have that psychological safety net that allows you to put their hands up and go, I'm a bit blocked here. I need some help. Can someone help me? And someone goes, you know what? I've done this over here with this customer. Come have a chat afterwards. We can unblock this together. That's the magic.

So the ability to pull teams together like that and go... And then have that psychological safety net that allows you to put their hands up and go, I'm a bit blocked here. I need some help. Can someone help me? And someone goes, you know what? I've done this over here with this customer. Come have a chat afterwards. We can unblock this together. That's the magic.

That's where we start to get that collaboration.

That's where we start to get that collaboration.

Yeah, I think from what you just shared there, I mean, it's not quite a blueprint, but it's almost getting towards that, Leslie. I think we always came full circle. We talked about sort of how exposed you are in a SaaS business versus the old days. And I think what you're talking about there is how to... stay competitive against yourself as well, right?

Yeah, I think from what you just shared there, I mean, it's not quite a blueprint, but it's almost getting towards that, Leslie. I think we always came full circle. We talked about sort of how exposed you are in a SaaS business versus the old days. And I think what you're talking about there is how to... stay competitive against yourself as well, right?

It's sort of standing up to your own standards and maintaining those high standards and ability to deliver, which is also really, really challenging. I love what you shared there around sort of personalization at scale and then how responsive you can be and just even understanding that if one of our customers is saying this, they're probably not the only one.