Grant Towers, Head of Customer Advocacy
When INX K2fly surveyed its customers earlier this year, there was one key piece of feedback: we must work closer with our customers to understand what they need from our software. Strengthening ties with customers is critical to any business but for customers, improving dialogue and engagement means they get software that is useful, usable and used from day one.
Based on this feedback INX K2fly created a new role – the head of Customer Advocacy – which I’m delighted to have accepted. This will be a journey in continuing to bridge the gap between the software delivered and the value it brings to the customer.
Having worked for major mining and engineering companies in health and safety, I first came across the INX K2fly suite 15 years ago and utilised different products across different businesses. I was able to see the power of the system outputs across safety, training, competence and logistics to better inform decision-making.
Drawing on my experience, I can relate to not only what the technology does and how, but also what customers are trying to achieve and how we can help them achieve that. I’ve spent more than a decade focused on those ‘why’ conversations, and I’m now bringing that discussion inside the tent. This new role will have a broad remit.
Acting as a conduit, I expect to enable a two-way dialogue between what the customer needs and what INX K2fly can deliver. Historically some of our best software features have been planned and designed in collaboration with users, so with our Industries team, we want to ensure that the direction of the product aligns with our industry focus and customer priorities.
For product development, I want us to ensure our products are delivering the best outcomes for your business. I want to use my past experience with customer support to determine areas of improvement in providing feedback and managing expectations with our customer base.
Finally, I’m going to be out and about, listening and working with customers to better inform our decisions and build a clearer picture of your priorities aligned with our capabilities.
I’m lucky enough to know many of you but I’d welcome the chance to hear from those I’m yet to meet. As we continue on a journey to excellence, I am looking forward to having open dialogue and productive relationships with the industry and our customers.
Comments from our Chief Customer Officer, Chris Pennington
‘There are a couple of reasons why this is important to customers. Firstly, we wanted to formalise an engagement with an advocate from the industry. By having Grant placed in the product delivery realm, he can directly champion, influence and elevate customer priorities as someone who’s used the products and seen their importance within different contexts. We also wanted to ensure we had a strong connection between Grant and the broader Customer Experience team so we could strengthen the relationship with our customers.’
