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.