Rachael Powell XERO Chief Customer, People & Marketing Officer - B2B Marketing Leaders Forum
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This is Xero
Rachael Powell
Chief Customer, People & Marketing Officer
XERO
THISisISXero
This XERO
Xero is a leading
platform helping
small businesses
and their advisors
grow and thrive
This is Xero
OUR PURPOSE
Make life better for
people in small
business, their advisors
and communities
around the world.
This is Xero
OUR MISSION
Rewire the world
of small business,
making it seamless,
simpler and smarter.
The value it’s bringing to our customers is reflected in the growing
demand for our services and the growth of our business.
*Figures are in NZD
1.8m+ $2.15 trillion $3.9 billion
subscribers at 30 September 2018 value of incoming and outgoing transactions total lifetime value of Xero subscribers
across the platform in FY18 at 30 September 2018
700+ 180 2,500+
connected apps countries where Xero is used Xero staff worldwide
200+ $582m 50,000
connections with financial institutions total product investment from Xero’s partner developers
inception to 30 Sept 2018
This is Xero
The changing business environment
This is Xero
The trust gap
At the heart of our strategy is our purpose and our people, who drive our brand and customer experience to support our community.
DIVERSITY & INCLUSION
8.6/10
8.6/10 43 %
“Xero is an inclusive work
environment where I feel valued
of the board
and respected, and can bring my
are
whole self woman
to work.”
Inclusive work environment
Enable
42
Inclusive work environment Results in March 2019 (85% overall participation)
%
“Xero is an inclusive work environment where
employees to I feel valued and respected, and can bring my
whole self to work.”
of XLT are woman
do the best
8.7/10
Results in March 2019 (85% overall participation)
work of their
lives
8.7/10
Work/life balance
34 %
Results in March 2019 (85% overall participation)
34 %
of respondents
Work/life balance
have a regular of respondents
flexible working “Xero provides me with enough flexibility
to help me balance the needs of my work
Regular flexible working
arrangement and personal life.”
arrangement
Voluntary survey July 2018 Results in March 2019
Voluntary (85%
survey Julyoverall
2018 participation)Agent profiles create a #human touch on all our cases
I have a Masters degree in “Born in Mumbai, bred in
Accounting, and I love Wellington. My first job was
succulents, food and working in an orange juice
travelling – anything that’s factory, but I got canned;
beautiful just like Xero! couldn’t concentrate.”This is Xero
MACHINE
1000’s of servers
working 24/7
HUMAN
1000’s of Xeros
working with youTHIS IS XERO Xero Central helps our customers get the answers they need
People, Customer &
Marketing Team
MISSION Create a global movement that inspires
trust, delivers beautiful experiences and empowers
MISSION our people, customers and communities to thrive.
Create a global movement that inspires
trust, delivers beautiful experiences,
and empowers our people, customers
and communities to thrive.Passionate people in an
Clear purpose environment where they
can thrive and do the best
work of their lives
What can you
do differently?
In-depth understanding Shared goals
of customer data
Technology that helps
#Human
you deliver“So many of my clients go
“@Xero thanks! So nice to
with @Xero because my
be dealing with actual
other clients tell them
caring, competent, human
how much they “love” it!”
beings.”
“Amazing support by Robert “I’m LOVING the @Xero
at the @Xero Colorado office. find & recode function for
Xero support are caring, advisors. Such a quick
smart, and go the extra mile. and easy way to fix client
Thanks!” mistakes!”
“Just asked another client “@Xero is just fantastic.
how they are enjoying So many problems,
their new @Xero file. solved. Done. Love it. I’m
They said they “don’t like actually enjoying
it, they love it”.” getting ready for taxes.”This is Xero
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