This interactive workshop will again be hosted by the wonderful people at the John Lewis partnership in Victoria, and Steve Hearsum (ODNE) and Nick Richmond (EODF) will be your guides for the day.
The theme is customer experience, and inquiring into how customer behaviour and the very nature of ‘customer’ is changing.
Questions we will inquire into include:
– Do Organisation Development & Design understand the difference between customer, user and audience?
– What is a truly Customer Centric organisation?
– What is the Impact and what are the imperatives for Organisational Design, Development and Culture?
Plus you will get a chance to engage with practical methods to address the issues and initiate change in this area.
We will be joined by Roger Williams, who has a background in not just the practice of design, development and implementation of customer strategies, he has researched shifting patterns of behaviour that are changing the nature of the challenge.