Scott HowardDirector of Customer Experience Design
12:05 PM The Importance of Channeling People and Culture in a Traditional and More Rigid Organisation
QBE Insurance is a 131 year old organisation that faces a key industry vase hurdle. There is a focus on bringing in a large customer experience transformation however within an extremely traditional and stoic organisation this comes with many challenges.
- Driving people and culture and getting the organisation to start thinking differently
- How have they gone through a large period of change and still maintained a large profile as a CX team and with their programs
- Discussing whether design thinking is a capability reserved for a team or does it necessitate an organisational wide upskill