28 - 30 October, 2019 | Royce Hotel Melbourne, VIC

Monica Minehan

Customer Experience Lead Vodafone

Conference Day One: Tuesday, 29 October 2019

Tuesday, October 29th, 2019

9:50 AM PANEL DISCUSSION: Helping Your Workforce to Thrive with Design Thinking

With digital technologies automating many types of work, design thinking offers a way to engage your employees and help them use new technologies to not just survive but thrive in the rapidly evolving employment landscape. This panel explores the importance of designing new ways of working with employees to lay the foundations for successful digital transformation.

Key Themes:
  • Gain cultural buy-in for digital transformation by co-designing new ways of working and related tools, insights and capabilities
  • Roadmapping experiences and developing employee-centred use cases to identify automation opportunities
  • How to rapidly ideate and prototype to avoid costly mistakes
  • Using design thinking to frame complex problems and make critical decisions


2:10 PM Vodafone Case Study: Embedding Customer-First Problem Framing Capabilities within the Organisation

Previously, service delivery was product driven and frequently failed to resonate with customers and end-users. Now, organisations need to uplift Human Centred Design capabilities to deliver solutions that accurately service customer needs. In this session, Monica shares how Vodafone is adopting a customer-led approach to product and service delivery.

Key Themes
  • Problem framing methodologies to define the business problem and translate this into a customer journey
  • Enabling cultural transformation through equipping the workforce with HCD training and tools to progress from intentions to enablement
  • Re-envision ways of delivery based on stages of the customer experience and journey

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

Download The Latest Agenda