Rich Rose

Director of Customer Service Nine

Conference Day One: Monday, 21st September 2020

Monday, September 21st, 2020

Conference Day Two: Tuesday, 22nd September 2020

Tuesday, September 22nd, 2020

1:30 PM CASE STUDY: Developing A CX Lab and CX Leadership Capabilities Focused on Human Centered Design Dedicated to Improving Nine’s CX Processes.

Nine is Australia’s largest locally owned media company with investments spanning television, on-demand video, print, digital, and radio. Nine is accountable to providing media services to millions of Australians across the country and with this, comes responsibility to respond to customer requests and enquiries with care, experience and efficiency. Rich Rose will present on how Nine has developed a human centered design lab which works towards innovating and implementing CX practices which delivers an experience throughout all touchpoints across Nine’s organisation.

  • Aligning all business units within the organisation with the same CX values and ensure CX practices are looking through a customer focused lens.
  • Consistently innovating CX practices to ensure the organisation meets customer expectations and one-step ahead, through focusing practices around human behaviour and customer data.
  • Developing a physical space where Nine can design trials and research, based off data, and initiate programs across the organisation.


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

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