Building a Customer-Centric Organisation– 2016 workshop series

Build A Winning Customer Experience Strategy

Research shows, organisations with true customer-centric focus achieve significantly improved business performance, including higher-value relationships, reduced customer churn and greater loyalty andadvocacy.

Under the NDIS delivering an outstanding Customer Experience (CX) will become a decisive factor to sustainability, profitability and growth. To help members navigate this next frontier of customer management, NDS has partnered with Mesh Communications to bring you a powerful new business-reengineering program.

“Building a Customer-Centric Organisation” (BACCO) is a 6-day program, run in 3 x 2-day blocks, which will be held in May, June and July 2016. The program has been designed to support disability sector leaders to understand the critical importance of customer experience, identify changes required in their organisation to be successful in the new environment, and drive CXinnovation within their teams.

The program

This highly interactive and experiential program is under-pinned by internationally recognised Human-Centered Design principles. Offering both strategic and practical skills, it is designed to build the capability of each individual as a customer experience champion for their organisation.

Over the course of the 6 days, we will cover:

  • The Fundamentals: Understanding the 6 key operational focus areas critical to delivering an outstanding customer experience (CX).
  • Customer Insights: Learn how to develop a deep understanding of your customer eco-system, their priorities, expectations and motivations and use this to inform innovation and strategy.
  • Customer Journey Mapping: How to map the experience of your customers, identify key moments in their journey to be improved and develop a case for change.
  • Innovation: Use Human-Centered Design methodologies to build innovative and meaningful solutions for CX improvement.
  • Implementing change: How to develop a CX strategy and design organisational change programs for CX improvement initiatives.
  • Learning from the best: We will visit and learn from organisations that are leading the way in CX innovation in Australia.

Who should attend?

Consider participating if you want your organisation to be a leader in customer focused solutions in the NDIS environment. This program will help at all stages of the planning and transition journey. You may wish to sign up if you are:

  • CEO of a small to medium-sized agency
  • NDIS transition managers
  • Marketing, client relations or customer service managers
  • Staff members with the decision-making power to design and implement customer-related change.

The program coaches

Amy Whelan, Managing Director, MeshCommunications

With 20 years experience in customer-focused roles across large corporate and small business sectors, Amy has spent her life studying customers – what motivates them, what frustrates them, what makes them behave they way theydo.

Leading the Mesh team, Amy’s role is to challenge existing norms, to tease out what’s possible and help Mesh customers uncover solutions for improved customer experience delivery that are achievable, effective and memorable.

Amy has a deep understanding of services based business, having held senior management positions in a range of industries from Telco, cloud services and digital content providers to advertising and event management. Amy’sbackground in technology is complemented by her skills as an innovator and communicator allowing her to form compelling visions and engageaudiences.

Mei Ouw,Change & Leadership, Mesh Communications

Mei has been consulting to organisations in the leadership, culture and change space for over 10 years. She develops and delivers impactful leadership programs designed to uplift the capability of leaders to deal with complexity and rapid change. Mei’s insightful and direct approach adds a fresh perspective to any situation, making her a highly sought-after facilitator andcoach.

With a background in psychology Mei has an in-depth understanding of human behaviour. She works with clients to develop their thinking and behavioural flexibility, allowing them to see new perspectives and create innovative and effective leadership solutions.

She holds a double degree in Law and Psychology and is accredited in LSI, DiSC, The Leadership Circle, MSCEIT and NLP. Her focus is on action-orientated coaching and she uses a range of tools for increasing self-awareness and emotional intelligence to help leaders build their own capabilities as well as high performing teams.

Guest speakers & presenters

Throughout the program various guest speakers and subject matter experts from within and outside the disability sector, will join us. They’ll share their knowledge and first hand experience of designing and implementing customer-centric innovation programs.

Past program participants say…

“The BACCO course was transformative. It was pitched at the right pace and content delivery was balanced with practical tips along the way. It’s been instrumental in shaping our approach to building a customer centric organisation. Amy brings great passion to the program and makes her corporate experience accessible to the disability services sector. The interactive workshops really got us out of our comfort zone which only led to deeper understanding of the need to ‘walk in the customers’ shoes. Afun and instructive course all round.”

Hang Vo GM Planning, Strategy & Development, EACH.

“Just thought I would write to say thank you to you and the MESH staff for providing the BACCO program. I have been in the Disability Sector for over 30 years and feel this course has assisted me to understand the importance of the whole customer experience. The program was well designed, as it was based on recognised principles, but provided very practical ideas that we were able to action during the course. I particularly enjoyed visiting and experiencing how other customer-centric organisations work in other sectors. Inow feel I see the Disability Sector more from a business perspective and have a greater appreciation of what matters to our customers.”

Lynda Galt Executive Manager Operational Support, ONCALL.

Program details

Dates:10 & 11 May 2016

7 & 8 June 2016

5 & 6 July 2016

Session Times: 9.00am – 5.00pm

Venue:International House, George Hicks Building,The University of Melbourne 241 Royal Parade, Parkville

Catering: Morning tea, lunch and afternoon tea provided

Parking: All day ticket parking on The Avenue, required between 7.30am and 6.30pm

Public Transport:Closest train station is Melbourne Central; tram route 19 up Elizabeth St and Royal Pde

* Study tours will be to organisations based in inner city Melbourne.

Program pricing (ex GST)

NDS Early bird (closes 8 April, 2016): $2,980

NDS Member: $3,163

NDS Industry Supporter or Research Affiliate: $3,353

Non NDS Member: $3,725

Pricing is exclusive of GST. Registration closes 2 May, 2016. Payments will be implemented once minimum participant numbers (15) have been secured. Full refunds will only be given prior to 15 April, 2016. Refunds for missed sessions will not be possible.

Apply now

  • Program will be capped to 20 participants on a first come first served basis.
  • Applicants should be able to commit to the full program.
  • No more than two participants from any one organisation may take part.