Chris Pennington, Chief Customer Officer

It’s a mark of how seriously we take our customers at INX K2fly that we have added a Chief Customer Officer to our executive team — and this role is all about putting customers at the heart of what we do.

That means understanding what is important and taking action that positively benefits our customers.

It’s about earning trust and building relationships, gaining an understanding of what’s working and what isn’t, addressing bugbears where we can and working with the business on how best we can respond.

It’s a mix of troubleshooting and translation, but it also means we can work hand-in-hand with customers to refine our products and continuously improve our support and service.

So what can you expect from me as I take up this new role?

First, you can expect me to listen. We will do our best to understand your company’s use of our products, where changes might be required and how we can make our software align better with your processes and needs.

Second, I’ll be making your voice heard at the table. A CCO’s role is to be an advocate but also an interpreter; helping to improve communication between our respective teams. We want to turn our customers’ voices and concerns into actionable and tangible outcomes.

Third, expect me to be frank. We can’t meet every wish list or achieve every ambition, but you can expect transparency and honest responses. Being up front about what can and can’t be done can help to reduce confusion and frustration.

You have my commitment that we will work hard, be diligent and be honest as we pursue our goal of consistent, repeatable and scalable customer service.

And finally, because we really do value our customers’ views and perspectives, I’d like to offer you an invitation.

Following the merger of INX and K2fly, we have launched a brand survey online where we have heard from you about what you think about our company, its products and your perceptions of our business.

It’s confidential, and your insights will be invaluable as we continue to build for the future.

Thank you. We are grateful for your business and I look forward to building our relationship together.

Contact us