27 - 28 May, 2019 | Sofitel Sydney Wentworth, Sydney, NSW

Lenaig Musson

Head of Customer Experience and Agile Delivery

1:55 PM Experimenting with a New Business Model to Embed Customer Insights into Product

Boral has been testing a new operating model for the past 12 months which gives the organization the ability to cut across traditional siloes and approach CX from an end to end perspective. Within this model UX, CX, Service Design, Change Management and Customer Insights functions are collaborating to ensure customer insights earned in development are maintained and service design products are prioritized through to delivery. In this session:

  • The benefits to the organization and change management underway, such as staff being able to visualize benefits before full product is created
  • Insight into how four products have been delivered throughout this time and the tangible benefits to both business and customer
  • How this approach has ‘joined the dots’ for Boral in supporting both CX and change management


Check out the incredible speaker line-up to see who will be joining Lenaig.

Download The Latest Agenda