Brand and business leaders consistently highlight customer-centricity as a feature of success. It’s frequently cited in mission statements, investor reports, and leadership speeches. Yet, despite the rhetoric, many companies fall short of turning this vision into tangible, everyday practice. This disconnect between intention and execution is what we refer to as the customer gap — a growing divide between the aspirations of customer-led thinking and operational reality.

In this 45-minute webinar, at 10:30am on August 14, experts from FlexMR will explore how to close this gap and reignite a genuine focus on customer value throughout your organisation. Drawing from the principles of systems thinking and networked insight, we’ll share three powerful yet practical exercises that teams of any size can adopt to embed customer perspectives into strategic decision-making processes.

Whether you’re an insight leader, marketer, or innovation strategist, you’ll come away with fresh ideas to navigate complex organisational dynamics and better align stakeholders around what really matters: your customers. Discover how to translate theory into action, and learn how small shifts in approach can create long-lasting impact. Over the course of the webinar, you'll hear from:

• Maria Twigge on how connection mapping helps us to zoom out from the day to day and identify insight gaps that can be addressed across business units
• Charlotte Duff on the emerging practice of insight relays - creative role play exercises that model how different stakeholders understand customer insight
• Ed Hill on the role that insight beacons, low-effort, high-visibility methods to regularly surface insights play in changing habits

At the end of the webinar, you'll also have the opportunity to engage directly with our panel of experts.

Registration for this exclusive online event is open until August 10, 2025. Don't miss out on this chance to enhance your knowledge and stay ahead of the curve. Sign up to join us via Eventbrite here.