The No. 1  Customer Experience Event in Australia & NZ

26 - 28 May, 2020 | Sydney

Gabrielle Dracopoulos

Head of Experience Transformation Guide Dogs ACT/ NSW

Conference Day One: Monday, 27 May 2019

Monday, May 27th, 2019

2:45 PM Installing Customer Experience into the NFP Space through Strategy, Cultural Change and Governance

The introduction of the NDIS has brought huge disruption to health service providers, challenged with competing for clients for the first time. In this session hear from Guide Dogs, how they’re realigning the organisation with a corporate CX style focus:

  • Beginning with pivoting the staff culture around a client- 1st mindset through developing new ways of working
  • Creating a risk governance framework in a NFP environment
  • Overcoming the shortage of talent and budget for a CX transformation and campaign

3:20 PM Panel Discussion: Uplifting CX in the Not-for-profit Sector

Following the introduction of the NDIS, much of the NFP sector is rethinking their approach to CX in order to attract and retain customers. In this session hear 3 very unique journey’s from not-for-profit organizations who have invented or reinvented the customer experience element of their organization:
  • Challenges unique to the not for profit sector in terms of CX and how the organization has overcome these
  • Challenges unique to your organization and what has worked well in overcoming these
  • How to establish essential CX capabilities across the organization

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

Download The Latest Agenda