Achieving business transformation through customer centric experience design and innovation

Achieving business transformation through customer centric experience design and innovation
In this presentation from PEX NZ 2016 Steve Ferguson General Manager Strategy & Transformation at Kiwibank explores:
  • Defining programs with staff and customer at the centre of design
  • Enhance customer experience through innovative process excellence tools & strategies
  • Improving retention and appreciation of existing customer through customer centric designed processes
  • Building up a foundation to upscale the organisation through re-engineering and innovative process improvement projects
  • Getting buy-in with customers and staff through the right leadership from the top
  • Lessons in achieving sustainable change

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