Full course description
Leading the Customer Experience will help you rethink your organisation’s customer journey to build positive and unique experiences.Focusing on your leadership style and how this impacts your customer journey, this course creates value for your customer and captures value for your company. At the end of the two days you will learn how to lead the transformation of your company into an agile, customer-centric organisation.
What will you learn?
- Shape innovation, learning, and change by cultivating your leadership style and behaviour
- Create a successful CX strategy that creates unique customer experiences
- Deliver on customer promises whilst creating value for employees and stakeholders
- Spur continuous innovation through iteration and value creation
Who is this for?
Those who have completed the Innovating the Customer Experience course or who are responsible for managing their organisations customer experience.
Dr Andrew MacDonald
Dr Andrew MacDonald is a global business advisor who has spent over 30 years working with many of the top CEOs of financial and professional services companies and their client advisory teams. In his work with companies such as UBS, J P Morgan , ANZ, Morgan Stanley, PwC and Ernst & Young, Andrew has become known for cutting through the complexity of developing unique client experiences in today’s fast-changing advisory environment. Prior to consulting, Andrew held a number of senior roles in industry. He was Head of Sales Development – Australia for the National Australia Bank (NAB) and a Director of Business Development at Ernst & Young (E&Y). During his time at E&Y, Andrew was responsible for portfolio sales including corporate finance, taxation, audit, consulting and entrepreneurial services.