The Lean CX Book Launches in Brisbane, Sydney and Melbourne have provided customer strategy, innovation, transformation, and change executives across sectors an opportunity to talk about the tide of change since COVID, and the shift in focus towards real customer impact.
Value, impact, results
This was the predominant call to action for over 70 senior executives in Australia, who had the chance to sit down over lunch, face-to-face, and talk through the challenges and opportunities they see. Guests were delighted at the rare chance to hear diverse perspectives from disability to gaming to utilities to digital. The groups were chosen to encourage depth of conversation, and they did not disappoint.
We have all changed at a deeply human level
Firstly, we realise our world has changed and, as people, we have all changed. Inside organisations this needs to be considered at a deeper and more nuanced level than we may anticipate. This mental shift touches on everyone inside our organisations from our customers, our staff, to our suppliers, and our boards.
Our day-to-day lives have changed. Who we are has changed. Realising that at a deeply human level is the first step.
Leaders are driving impact
Secondly, creating value is an imperative that is felt at a personal level for leaders. Just making revenue isn’t enough. We are no longer running organisations for the sole purpose of creating wealth for shareholders. We are designing organisations that make a difference, that contribute. However, our impact across society and inside the organisation needs to be thought through, designed, and measured.
Revenue isn’t enough. We need to create impact.
We didn’t understand a year ago how COVID would affect us. We have plunged into a previously unimaginable environment that has tested the edges of our resilience and capability. Yet we have come out innovating, full of empathy, creating new paradigms we could never have gotten off the ground two years ago - because the red tape would have held us down. The unknowns lead to experimentation. We are searching for new ways to work. New tools with which we can create and thrive.
In Australia and New Zealand, we are privileged to be able to hold this style of event. It revealed how important human connection is in designing new paradigms for life. We are looking forward to holding face-to-face CX Leaders Events globally as the pandemic shifts.
CapFeather is holding further executive briefings across Austalia and New Zealand, together with organising bespoke Art + Innovation Tours for executive teams in key capital citites. Reach out by email to sarah.daly@capfeather.global if you would like to be involved in future CX Leaders conversations.
Find out more about the new online course or purchase the book.
Sarah Daly is fascinated with how people impact commercial success. She is undertaking a PhD at the Queensland University of Technology investigating the role of trust in the adoption and diffusion of AI-based innovation. She is also the Operations Director of CapFeather, a customer strategy, experience innovation and cultural change consulting firm.