All Access: The AI Revolution in CX APAC 2024
19-20 March 2024
l Deep Dive Series | 9AM SGT
Karen Spear
Head of Transformation WooliesXAn accomplished senior executive specialising in customer experience, insights, strategy and transformation. Karen has a proven track record of developing and executing strategies that transform experiences and deliver measurable value for both the customer and the business. Over 20 years experience in both B2C and B2B markets across a range of industries and organisations including Deloitte, Qantas and News Corp.
Karen is a passionate people leader, recognised for my ability to integrate cross-functional teams and build strong, trusted relationships with stakeholders and senior leaders.
Key Strengths: - CX strategy development & delivery of multi-disciplinary customer-led transformation programs - Customer research & insights, voice of customer program design & delivery - HCD/Design thinking & delivery of CX initiatives across physical, digital, service & comms channels - Customer-led development, delivery and GTM of new product & service propositions - Strategic, commercial and operational business leadership - Executive & senior stakeholder management and influence - People leadership, coaching and team development
Day One - 19 March 2024
9:00 AM OPENING ADDRESS PRESENTATION: What role does change management play in enhancing CX?
Change management is integral to aligning organizational efforts with a customer-centric focus, ensuring employees embrace changes that enhance customer experience, minimizing disruptions to customer interactions, and maintaining a culture of continuous improvement in pursuit of better customer satisfaction and loyalty. We’ll be joined by Karen Spear, Senior CX Insights Manager and Strategy Consultant, who’ll dive into the core areas for consideration when driving change to enhance CX within your organization:
- Alignment with Customer-Centric Vision
- Engaging employees, addressing their concerns, and providing the necessary training and resources to adapt to changes effectively
- Careful planning and phased implementations to minimize disruption to ongoing operations whilst ensuring that customer interactions remain consistent and of high quality during and after changes are made
- Mechanisms for continuous improvement by collecting and analyzing customer feedback, monitoring key performance indicators, and making iterative adjustments
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