Head of Customer Experience Transformation
3:50 PM Putting The Customer First: How To Blueprint And Scale A Transformation Program That Delivers
A well-co-ordinated and centrally-led transformation program can play a key role in driving rapid and substantial improvements throughout the organisation, to enable the company to get closer to its customers, and take full advantage of market opportunities.
News Corp is currently undergoing a transformation to deliver a market-leading client experience to its print and digital advertising customers. Utilising capabilities in customer advocacy, remediation and journey design, News is enhancing its client experience while increasing the efficiency and effectiveness of its operations.
In this session Michael will discuss:
- The development of News Corp’s customer-led transformation program
- How to gain early traction within the organisation
- Practical examples for getting started in your own organisation and how to build a strong foundation for a program that achieves scale and impact