Richard Spencer

Chief Customer Experience Officer NSW Business Chambers

Conference Day One: Monday, 21st September 2020

Monday, September 21st, 2020

5:00 PM CASE STUDY: Installing an Internal Transformation Program that Put the NSW Business Chamber’s 45,000 Registered Organisations At the Centre.

With annual turnover of around $300 million and over 45,000-registered organisation, the NSW Business Chambers is responsible for a large amount of clients. This requires a major over haul of the internal culture, in order to provide customers with the best experience as possible. Richard Spencer will discuss how he instigated a complete re-modelling, re-naming, re-branding and changed the digital platform of the organisation, in order to accommodate a better experience for their registered customers.

  • Developing a roadmap internally, to accommodate all departments and ensure transparency across the organisation.
  • Exploring how they built a new business model in the background of a continuously operational environment.
  • Encouraging change internally through education and training, and ensuring employees are projecting that change with clients.

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

Download The Latest Agenda