Scott Howard


Director of Customer Experience Design
QBE Insurance


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


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

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