The Customer Centric Organisation

Often talked about as the holy grail in CX circles, the idea of a whole organisation putting the customer at the heart of their decision making and operational structure has remained elusive among New Zealand corporates. Yet some organisations have made more headway than others and here is one that’s willing to share their journey.

Join us for this hands-on training seminar with the design team at ASB to get a birds-eye view of their mission to build a CX movement within the bank and get your hands on stories, tools and blueprints for driving a customer centred change journey in your organisation.

You’ll take away:

• a tangible framework that you can use to plan your internal change movement
• war stories and learnings about what not to do
• Evidence and impact stories you can use with your collaborators, stakeholders and detractors

Who should attend:

• Customer advocates and experience designers
• Business transformation agents
• business strategy and operations leaders

About your trainers:

Sarah Nally - GM, Design Practice at ASB Bank

Sarah is a design leader on a mission to help us all discover the power of human centred design in business and in life. Co-founder of Australia’s most innovative event series ‘Wired for Wonder’, Tropical Biz Retreat ‘Nurture Her’, online shoe business ‘Sienna Baby’, creative consultancy ‘Wonder and Wander’ and most recently GM Design at ASB, Sarah is passionate about helping people unlock their wonder mindset and reach their full potential so that they can be more productive, efficient, happy, conscious, engaged and creative in all aspects of life. Sarah completed a Bbus HR and Psychology at Monash University, she’s a qualified Hypnotherapist, Design Thinking Coach, NLP Master and is currently studying a diploma of neuropsychology and certificate in Cognitive Behavioural Therapy.

Peter Allan - Head of Design Thinking Capability at ASB Bank

In 1997 Peter made an early departure from an Aerospace Engineering degree and landed a contact centre job to fund the pursuit of his skydiving dreams*. Since that first day in the world of big organisations Peter has found deep inspiration in three complementary points of view;

1. there must be better ways to do things 2. humans have huge untapped individual and collective potential 3. the true purpose of any work and the best answers are rarely in the room (or even in the building).

By exploring these beliefs Peter has travelled a journey of curiosity and growth through roles in customer complaints, management accounting, process transformation, and customer experience design.

Discovering Design Thinking ten years ago helped Peter make more sense of the world and he is always grateful for the opportunity to help others do the same.

*those dreams came true but that's a whole other story!

Timings

NZT:

08:00am - Doors open for networking

08:30am - Training Seminar begins

10:00am - Training Seminar ends

AEST:

06:00am - Doors open for networking

06:30am - Training Seminar begins

08:00am - Training Seminar ends

All of our seminars run on an interactive conference platform that allows you to connect and network in your own time. Join us for this event to experience 'virtual in-person' networking for yourself! To see if your system is compatible ahead of time you can do a systems check here.

Please note that full participation in this event requires the use of a mouse or trackpad. If this is not available to you but you would  still like to attend, please message baruk[at]cxcollective.co.nz so we can try and find a solution.