Service Design Melbourne

Workshop: Evolving organisations: Building customer centricity

Event Details

DateThursday, 10 March 2016 from 6:00 PM to 7:30 PM
LocationIsobar Australia - 111 Cecil St, South Melbourne, VIC 3205, Australia
RegistrationRegister for tickets

Submission Details

DateSubmissions close:

The short:

Come to this free workshop to learn how to determine the maturity customer centricity in an organisation. You’ll also be able to strength and growth to build maturity in key area. Good for design types, but open and free for everyone and not to be missed.

The detail:

Increasingly organisations are stating strategic imperatives that put the customer at the heart of what they do. Becoming a customer centric organisation however often requires reshaping an organisation’s structure, culture, and metrics, along with redesigning the customer’s experience of the business. But what does a customer centric organisation look like from the inside? How customer centric is your organisation? What is the role of design in a customer centric organisation? Understanding and exploring where an organisation is currently provides clearer pathways to customer centricity maturity.

Zaana has developed a customer centricity maturity model informed by her industry experience, PhD research and industry research. In this workshop we will explore the model she has prototyped. You will gain insight into the maturity of your organisation and design team and identify areas of strength and growth. You will also have the opportunity to collaboratively ideate strategies and actions for how you might build maturity in key areas.

More about Zaana:

Zaana Howard is a strategic designer and human centred design coach who specialises in building customer centricity and design thinking capability in individuals and across organisations. She focuses on enabling human centred mindsets through the tools of design. She has a PhD from Swinburne University which focused on understanding design thinking in practice in large organisations and how people build capability in design thinking and grow to mastery.

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