Head of Customer Experience
Conference Day One: Tuesday, 25 June 2019
Tuesday, June 25th, 2019
3:50 PM DESIGN FOR THE CUSTOMER:Putting The Customer First: How To Blueprint And Scale A Transformation Program That Delivers
A well-co-ordinated and centrally-led transformation program can play a key role in driving rapid and substantial improvements throughout the organisation, to enable the company to get closer to its customers, and take full advantage of market opportunities.
News Corp is currently undergoing a transformation to deliver a market-leading client experience to its print and digital advertising customers. Utilising capabilities in customer advocacy, remediation and journey design, News is enhancing its client experience while increasing the efficiency and effectiveness of its operations.
In this session Michael will discuss:
• Innovative and design-led practices for starting a customer-led transformation
• Gaining early traction to secure stakeholder support and funding
• Leading an initiative portfolio to achieve scale, impact and sustain momentum