20 - 21 November, 2018 | Yarra Valley Lodge, Chirnside Park, Victoria, Australia

Cassandra Goodman


General manager Employee Experience and Feedback
Australian Unity


9:00 AM Transforming Customer Experience Through Growth Mindset And Innovation Principles

Organizations have started training staff to use Human Centred Design, however when auditing how many actively use these principles in their day to day job, many find that adoption rates are extremely low, depleting the return on the learning investment.

The reason? The companies didn’t spend enough time embedding the mindset needed to succeed with the cultural change toward a customer innovation culture. This session will look a CX transformation program that makes a customer focus stick, right from the boardroom to the service touch point.

  • Lessons from developing a Customer Innovation Culture: Teaching principals of Growth Mindset and Design Thinking to create a cohort of engaged experience creators.
  • The key innovation leadership traits to look for and develop with your people.
  • Optimising your experiences by driving a programme of co-creation sessions with customers with cross-functional teams
  • Challenging the metrics and measures Finding new innovative ways to receive high quality, real-time customer feedback Peter


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

Download The Latest Agenda