Pre-Conference In-depth Learning Sessions
Tuesday 10 November 2015
These full-day capability-building sessions will provide participants with the opportunity to deepen their understanding of fundamental tools enhancing customer experience design and implementation. Delivered using a combination of seminars, interactive formats and hands-on exercises both sessions will provide a practical understanding of customer centric methodologies being applied today by forward-thinking organisations.
Registration and morning for both sessions is at 08:30 and sessions will conclude at 17:00. Lunch, morning and afternoon tea provided. Choose between:
Session A:
Using a human centred approach to unlock the power of empathy to drive growth, engagement and advocacy
This intensive capabaility building session is ideal for customer experience designers and strategists, product managers and marketing specialists who want to delve into the fundamentals of this creative approach. With dynamic case studies, presentations, discussions and team exercises, attendees will put their knowledge to work in several design challenges, and learn how to harness the power of design thinking to create a path to innovation, unveil new possibilities, and make a greater contribution to their organisation’s success.
This workshop will explore how you can use a human centred approach to look through the eyes of your customers and your people and determine what a customer-centric culture looks like for you. It will explore the key questions to have in mind to go in to the next two days of the conference so that you get the best value from the keynotes, panel discussions and case studies you will hear.
By attending this session you will learn:
- The fundamentals on how to apply design thinking to improve organisational performance
- The importance of the forgotten art of empathy within organisations
- The concepts and mindset that sits behind human centred design thinking
- The structured phases of a piece of true design work- Focus, Discover, Invent & Do
- How to use Design Thinking as a way to drive change and build an environment that fosters creativity
- How to apply these concepts and phases to your own 'big hairy problems'
And you will leave this session with:
- A deeper understanding of the design thinking mindset and framework and how to apply it to complex challenges
- A way to make decisions about when and where to apply human centred principles versus logic/analytical problem solving
- Easy techniques relevant to each of the four phases of design
- Focus- methods for truly understanding and framing the 'right' problem
- Discover- ways for looking through the eyes of your customers and your people to understand their latent needs, behaviours and desires as well as ways to tell compelling stories
- Invent- how to generate multiple options in a short time
- Do- the best way of launching and scaling the idea you prioritise
- Practical hints and tips that you can apply to any projects you have underway
Session Facilitator:
Lynette Nixon
Industry Fellow - Innovation and Design Thinking
University of Technology, Sydney
Session B:
Co-creation for customer-led cultural change
Fifth Quadrant’s latest Customer Experience Strategy research shows one of the major barriers to achieving customer centricity is the siloed nature of large organisations and the challenges of changing behaviours and systems to support transformation and innovation.
This collaborative session is designed for marketing, customer experience and customer service strategists to learn to use co-creation for cultural change. More and more organisations in Australia are using co-creation with their customers to design new experiences and inform transformation but the innovators within these organisations are finding it hard to mobilise employees and change practices to embrace this innovation.
By attending this session you will learn:
- Methodologies for co-creation
- How other organisations have used co-creation to mobilise change
- How co-creation can be utilised to bring about the change that you require
And you will leave this session with:
- Analysis and evaluation of successful co-creation examples
- Deeper knowledge of the activities and resources you need to instil change practices in your organisation
- A targetted focus on the next steps you need to take achieve customer centric organisation using co-creation
All participants will be provided with a follow up whitepaper that summarises the session discussion and recommendations on the next steps to take in harnessing the power of cocreation for change. Participating organisations will not be identified in this whitepaper.
Session Facilitator:
Kristi Mansfield
Managing Director
Fifth Quadrant