Matt Best

You're never leaving. You heard it here first. I'm sure the rest of your team are thrilled to hear that, Leslie. Thank you so much for sharing that history with us. Again, some really great insights. I think there's this one key thing that jumped out to me as you were talking about SaaS. And I think it's such a... I have a background in SaaS as well and in delivery.

You're never leaving. You heard it here first. I'm sure the rest of your team are thrilled to hear that, Leslie. Thank you so much for sharing that history with us. Again, some really great insights. I think there's this one key thing that jumped out to me as you were talking about SaaS. And I think it's such a... I have a background in SaaS as well and in delivery.

And one thing that SaaS did to the market was...

And one thing that SaaS did to the market was...

to really throw the challenge back to the vendor when it comes to that customer centricity because it gave the end buyer options right the days of huge monolithic change that was involved in in swapping out between technologies where you had like deployed implemented you spent a whole bunch of money in data centers and stuff just to host particular technology sas kind of tore up that rule book and sort of turned the spotlight back at the vendors to say what are you going to do

to really throw the challenge back to the vendor when it comes to that customer centricity because it gave the end buyer options right the days of huge monolithic change that was involved in in swapping out between technologies where you had like deployed implemented you spent a whole bunch of money in data centers and stuff just to host particular technology sas kind of tore up that rule book and sort of turned the spotlight back at the vendors to say what are you going to do

to make sure that your client values this? What are you going to do to drive that important customer centricity? How much do you care about your clients? It's something that really resonates with me. And you see those organizations, I was in an organization going through that transition from that sort of deployable into SaaS. And it's a big transition and it's quite eye-opening.

to make sure that your client values this? What are you going to do to drive that important customer centricity? How much do you care about your clients? It's something that really resonates with me. And you see those organizations, I was in an organization going through that transition from that sort of deployable into SaaS. And it's a big transition and it's quite eye-opening.

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?

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.