25 - 28 February, 2020 | The STAR Gold Coast, Queensland, QLD
Fasahat Feroze, Strategic Service Design Lead, Employee Experience at Qantas

Fasahat Feroze


Strategic Service Design Lead, Employee Experience
Qantas

Check out the incredible speaker line-up to see who will be joining Fasahat.

Download The Latest Agenda

Workshop Day: Wednesday, 26 February 2020

Wednesday, February 26th, 2020


9:00 AM How Qantas Reinvented the Way they Approach the Employee Experience through Design Thinking

How can we drive a holistic approach to understanding each customer interaction in order to create an experience for all employees and the customer?

Fasahat Feroze, Qantas’ Strategic Service EX Design Lead, will guide all contact centre managers in an in-depth workshop on how journey mapping and design thinking can generate value for your customer when you build this into your overarching customer strategy.

With years of experience working with contact centres, Fasahat will help you take a step back from purely digital touchpoints. It is here you will define each customer interaction as the first step in revaluating your CX.

The reasons we’re doing this?

Well, while there can be many different projects implemented to maintain competitive advantage, deciding which project to apply can be challenging. And to risk getting it wrong can have long term repercussions. Many believe that design thinking is the solution to this challenge, and after extensive research we agree.

What Will This Workshop Cover:

This workshop will delve into the new ways we can map out current projects and grow them for the customers we’re attracting. 

This practical session will help those in operations and more agile contact centres rethink their business strategies to instigate change for the overall and emerging contact centre.

FACILITATOR: