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Dr Chris
L. Brown

Expert on Customer Centric Leadership, Culture & Strategy

What's best for your customer is best for your business.

Dr Chris L. Brown is an Australian who spent the past 20 years in Silicon Valley consulting with more than 50 of the Fortune 500 companies as well as 100s of SMEs around the world and worked with leading global and Australian companies including Toyota, Cargill, HP, Microsoft, IBM, Perkin Elmer, Driscolls, James Hardie, Telstra, BHP, and Dulux.

He has conducted extensive research on this topic, written an Award Winning Book, The Customer Culture Imperative and published articles in the Harvard Business Review, Strategy & Leadership, B2B Magazine, the CEO Magazine, and other journals.

Talking Points

Customer Obsessed Leadership: Driving Growth and Profit in the Age of AI and Disruption

This keynote presentation explores the critical role of customer-centric leadership in navigating the challenges posed by AI and disruption. It reveals the 8 disciplines of customer centric cultures necessary to win regardless of your industry. Chris will share the key strategies for fostering a culture of customer obsession within organizations, emphasizing the alignment of business objectives with customer needs.

He showcases real-world examples and case studies from the more than 650 companies that have used his methodology. The presentation illustrates how customer-centricity drives innovation, resilience, and sustainable growth in the face of rapid technological advancements and market disruptions.

Key Takeaways:
1. Importance of Customer-Centric Leadership: Understanding and prioritizing customer needs are paramount for sustainable success amidst AI and disruption.
2. A unique perspective on the audience’s own organization using a scientifically validated customer centric culture assessment administered prior to the keynote presentation.
3. Strategies for Cultivating Customer Obsession: Practical techniques and frameworks for fostering a culture where every decision and action revolves around enhancing the customer experience.
4. Harnessing Innovation: Leveraging customer insights to fuel innovation and adaptability, enabling organizations to stay ahead of evolving market trends.
5. Building Resilience: Customer-centric organizations are inherently more resilient, capable of weathering disruptions and adapting to changing circumstances with agility.
6. Tangible Outcomes: Attendees will walk away with a fresh perspective on what true customer centricity looks like, how they compare to the world’s best and their industry and how they can make simple changes to improve it in their organizations.
A common perception is that customer centric culture is all about putting "yourself in the customers shoes". As Chris demonstrated in his Keynote it's more than that. It's about insights, foresight and the organisational ability to respond to market dynamics. He outlines the 8 disciplines that make up customer centric cultures, how to measure and benchmark your performance, how to improve and the benefits of doing so. It is a invaluable framework that makes the intangible come to life! Disney Company

I enjoyed witnessing Chris's expertise as a keynote speaker during an event for our executive team. Chris is the perfect choice if you're seeking a keynote speaker on customer-centric leadership and culture who can engage, inspire, and leave a lasting impact on your audience. Attendees were inspired by the thought-provoking content and motivated to take immediate action. The feedback we received from the attendees was overwhelmingly positive, with many expressing gratitude for the valuable insights they gained from Chris's keynote. Working with Chris was an absolute pleasure, and I look forward to any opportunity to collaborate with him again in the future.

Hewlett Packard

It was such a pleasure to partner with Chris Brown during our Harvard Corporate Learning Leadership program recently for a key client. He was easy to work with, and his MRI survey and keynote session was inspiring and challenged the top 150 leaders to think differently, hold up the mirror to reflect on their own customer-centricity journey and their role as leaders to accelerate it. His powerful stories helped make culture change tangible by providing a wealth of great ideas to inform future thinking. In the words of the leaders - "outstanding session and insights" and 'great investment of time'. Thanks Chris. Look forward to future opportunities to collaborate.

Harvard Business School
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