Unlock the Secrets of a Customer-Centric Culture
Time: 2:00 pm – 4:30 pm
In today’s hyper-competitive world, knowing what your customers really think isn’t enough your organisation must be able to listen, adapt, and act. That’s where the Market Responsiveness Index (MRI) comes in.
The MRI is the only diagnostic tool that measures how customer-focused your culture truly is, not just in words, but in daily behaviours and actions across your business. It reveals strengths, weaknesses, and blind spots that traditional surveys can’t touch, giving leaders the clarity and evidence, they need to drive real change and boost performance.
Who Should Attend?
• CEOs and senior executives ready to embed a customer-first mindset at every level.
• CX and marketing leaders who want deep insight into what drives loyalty and growth.
• HR and organisational development professionals shaping culture and behaviours.
• Consultants and advisors wanting to add a proven tool to their toolkit.
• Team leaders and managers committed to measurable impact.
What You’ll Gain
Run an MRI pilot in your organisation and gain real, actionable insights.
Complete an online training course before your certification.
Learn directly from world-leading experts to interpret results and turn them into practical action plans.
Walk away certified and ready to lead customer-centric cultural change.
Take home a signed copy of The Human Culture Imperative, your playbook for innovation and growth.
Connect and collaborate with other trailblazers transforming the future of customer culture
Your Hosts
Dr. Chris Brown
CEO, MarketCulture sharing insights from over 1,000 organisations who’ve transformed using this framework.
Sindhu Sreenath
Managing Director EMA, QuestionPro
Mark Hamill
CEO, ARCET Global
Sign up now
Market Responsiveness Index (MRI) Certification Course
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Your fee includes running the MRI for up to 10 employees before you arrive, so you leave with your own data, not just theory.
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Places are strictly limited, secure yours today and become the catalyst for a culture that puts customers first and performance ahead.
General Attendee In Person Conference & Ceremony with MRI
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Full price $890 (discount of $165)
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Event Pass to Conference & Awards Ceremony Gala Dinner including MRI Certification course
Course Agenda
This program is designed to certify participants in the effective use of the Market Responsiveness Index (MRI)—developing the skills to engage leaders, drive growth, and improve customer satisfaction. Attendees will also gain the capability to administer the MRI within their own organisations.
Certification requires completing an MRI assessment with up to 10 employees and interpreting the results (we can do this online with them after the MRI is completed) We understand this may not be possible before the course, so participants can complete this step afterward. If it cannot be done in advance, we’ll ask each attendee to complete the assessment individually. Their responses will be combined to generate a group report, which we will use during the course for practice and interpretation.
1. Welcome & Introduction (15 mins)
- Course objectives and outcomes
- Importance of MRI certification in today’s business context
- Participant introductions & expectations
2. Foundations of Market Responsiveness Index (MRI) (20 mins)
- The origins and purpose of MRI
- Key principles and framework
- How MRI links to business performance
3. The MRI Framework: 8 Dimensions (30 mins)
- Deep dive into each dimension
- Customer insight
- Customer Foresight
- Competitor Insight
- Competitor Foresight
- Peripheral Vision
- Empowerment
- Cross Functional Collaboration
- Strategic Alignment
Real-world case studies/examples
4. Break (10 mins)
5. Administering the MRI (25 mins)
- How to introduce MRI to leaders and teams
- Survey structure and process
- Best practices for implementation
- Common pitfalls to avoid
6. Interpreting MRI Results (25 mins)
- Reading the scores and dimensions
- Identifying patterns and insights
- Linking MRI outcomes to strategy and culture change
7. Facilitating Debriefs & Workshops (20 mins)
- How to guide leaders through MRI results
- Engaging teams in constructive dialogue
- Tools and templates to support action planning
8. Case Example & Group Exercise (20 mins)
- Review of a real MRI outcome
- Small group activity: analyze mock MRI results and propose actions
- Sharing insights
Certification Requirements & Next Steps (10 mins)
- What’s required for official certification
- Available resources and support
- Q&A and closing
