Nathan Spence

Director of Customer Experience
Queensland Department of Transport and Main Roads

2:10 PM Developing a Customer Centric Culture Focused On Meeting Customer Needs First Time, Every Time

After rolling out their customer experience transformation program – TMR are currently in stage 3 which focuses on developing and implementing cultural change across the organisation. This focuse on how you go from inventing the program and behaviours to actually making them real and tangible.

  • How do you write and introduce the voice of the customer into every strategy and initiative
  • Developing and implementing customer charter and measuring impacts
  • Managing stakeholders e.g. engineers, contact centres and frontline staff to drive customer centricity

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

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