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Meetings

CASE STUDIES

Thanks to Dr Robert Kay, Executive Director & Co-founder, Incept Labs and an Adjunct Professor at Macquarie University, Steve Hoffman, Customer Experience Lead, Bunnings Group Limited, Nicola Lambie, Head of Sales Transformation, CUA, Jo Devery, Group Chief Operating Officer, Winning Group, Gerry Gaffney, Information & Design, Julie Armstrong, Chief Operating Officer, uno, Rochelle Stokes, Operations Design - Director, Global Hyatt Corporation, and Deanne Martin, Head of Customer Service, SEEK, for agreeing to lead a case session.

 

 

 

  • A. Deanne Martin, Head of Customer Service SEEK: Strategies to unlock the Potential of the Millennial Workforce

    Deanne Martin took over SEEK's Customer Service function to find it in its' traditional place at the bottoms of the food chain.

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  • B. Rochelle Stokes, Operations Design - Director, Global Hyatt Corporation : Hyatt's Lessons in Evolving Agents from Home Globally

    Fifteen years ago, Hyatt's main U.S. Contact Centre was full, so by necessity they started home-working

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  • C. Julie Armstrong, Chief Operation Officer, uno: Breaking the Broken Broking Business Model at uno

    The Banking Royal Commission has identified many issues with Mortgage Brokers

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  • D. Gerry Gaffney, Information & Design: Lessons in Success and Failure in Connecting with Staff and Customers through UX Design

    Gerry Gaffney is one of Australia's foremost experts in UX Design and has been helping organisations get it right for over twenty years.

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  • E. Jo Devery, Group Chief Operating Officer, Winning Group: Winning Retail Formula - Building a Culture of Customer Obsession

    The businesses of the Winning Group have grown dramatically in the last decade

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  • F. Nicola Lambie, Head of Sales Transformation, CUA: Personalising Personal Banking - the iM CUA Story

    Hear how Australia's largest credit union, CUA has delivered an Australian firs mobile app that allows members

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  • G. Steve Hoffman, Customer Experience Lead, Bunnings Group Ltd: Delivering Better Customer Experience Through Improved Team Experience

    Bunnings growth and success is well documented in the Australian market and the business has been the growth jewel in the Wesfarmers crown.

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  • H. Dr Robert Kay, Executive Director & Co-founder, Incept Labs: Strategic and Organisational Secrets to Unlock InnovationB. Joha

    Have you ever felt that your organisation is better at finding reasons not to do things or not to risk growth?

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