\"

Pre-Conference Master Classes: Monday, 24 July 2017

MASTERCLASS A

9:00 AM - 11:00 AM IMPROVING PROCESS & SERVICE DESIGN TO DELIVER EXCELLENT CUSTOMER JOURNEYS

Steve Towers, Vice President, BP Group
Service Design is crucial if you are to realise your CX vision and drive your strategy forward. Knowing where to start is one thing, but reengineering existing structures and processes that feed into one another and embedding the change takes effort.

Learn How To: Redesign your service and processes to become more customer centric and deliver better quality service

  • Hands-on investigation of the tools and techniques from global leaders
  • Take away approach that enables you to connect the dots from process to the customer experience
  • Maturities Assessment toolkit to link process to the customer experience
  • How to make a convincing case to progress process approaches into the Customer Experience arena

img

Steve Towers

Vice President
BP Group

MASTERCLASS B

11:30 AM - 1:30 PM QUALITY OVER QUANTITY: IDENTIFYING & EXECUTING THE RIGHT PROJECTS TO DRIVE STRATEGY & INNOVATION

Jon Pascoe, Former Head of Transformation, Bauer Media
Innovation is a war in which you can’t win every battle. Instead, you have to pick a few ideas pursue. The challenge is how do you pick the right ones?
Architecting an organisation that can follow others fast, rather than just having the right ideas is key if you are to thrive in the innovation space. So how do you engineer this internally to help drive strategy?

Learn How To: Transform your PMO to drive innovation and strategy

Focus: Understanding and building on your strengths, helping strategy find its way into the project space , PMO transformation, identifying and executing the right projects, shaping projects to land a step change for the business, strategy finds its way into the project space

img

Jon Pascoe

Former Head of Transformation
Bauer Media

MASTERCLASS C

2:00 PM - 4:00 PM HOW TO TRAIN AND DEPLOY CHAMPIONS

Tara Heylin, Business Improvement Manager, ANZ
Leadership and gaining buy in for any transformation initiative is arguably the most critical but often underestimated factor that will determine success or failure. Instead of leaving this up to chance and faith in your senior executives, why not embed ‘champions’ at all levels of the organisation to drive your strategy and continuous improvement culture with the end goal of enhancing CX?

Learn How To: Select, train, and embed champions within your organisation to realise significant gains in CI and CX

Focus: Building the business case for a champion program, improving customer experience, driving a culture of continuous improvement and excellence, using champions to identify areas for improvement and uplift employee capability.

img

Tara Heylin

Business Improvement Manager
ANZ

MASTERCLASS D

4:30 PM - 6:30 PM LEAN STARTUP IN A LARGE ENTERPRISE

Stuart Low, Head of Innovation, Rabobank
Months are spent developing a product without ever showing the product to potential customers. When an organisation finally launches their product, it often fails.
This is where Lean Startup comes in; the application of Lean Thinking principles to the process of innovation which help get a more desired product to market faster.
Lean Startup has demystified the process of innovation – showing that it is a process that can ‘be managed’ versus something created by a genius in a lab.

Learn How to: Take the successful rapid, agile operating models of start-ups and embed them into your organisation

  • Build Measure-Learn: Gearing process toward accelerating the feedback loop
  • Design Thinking and Minimum Viable Product (MVP)
  • Validated learning: Gearing the innovation process towards learning how to create a product that customers want to pay for
  • Innovation Accounting: Measuring progress and drawing the right lessons from changes

img

Stuart Low

Head of Innovation
Rabobank