28 - 30 October, 2019 | Melbourne, VIC

Monica Minehan

Customer Experience Lead Vodafone

Conference Day One: Tuesday, 29 October 2019

Tuesday, October 29th, 2019

9:50 AM Panel Discussion: Powering Your Workforce with Design Thinking in Automation and Digital Transformation

In today’s environment of digital disruption and rapidly changing consumer expectations, organisations may feel pressured to embed digital and technical capabilities. However, it is of paramount importance to develop technology use cases from the perspective of the end-users – your workforce. This panel emphasises the importance of aligning tools and capabilities with people to truly drive value creation and lay the right foundations to support digital transformation.

Key Themes:
  • Gain cultural buy-in for digital transformation through co-designing tools and capabilities and redesigning employee engagement models
  • Roadmapping experiences and developing Employee-Centred use cases to identify avenues for effective automation
  • How to ideate and prototype faster to discover solutions faster and avoid costly mistakes
  • Design thinking capabilities that enables effective problem-framing to make critical decisions and resolve complex problems

Invited Speakers:

1:40 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

Confirmed Speaker:

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

Download The Latest Agenda