A big thank you to People First Bank for inviting me to speak at their All Kinds of Good conference in Adelaide.
As a keynote speaker in Customer Experience and CX, I had the opportunity to work with around 400 people from across the bank to explore how customer experience moves from good intention to everyday practice.
The keynote focused on a simple idea: customers do not experience our strategies, functions or organisational charts. They experience the decisions we make, the behaviours we repeat, how well teams work together and what happens as a result.
For organisations in banking, this matters because delivering a connected customer experience depends on far more than the CX team. It requires people across the business to understand the role they play in shaping the customer experience.
Following the keynote, we moved into a 400-person masterclass designed to put the ideas into practice. Teams identified the internal forces that support good CX and the forces that can get in the way, creating a practical discussion about how customer experience is shaped across the organisation.
Thank you to everyone at People First Bank for the energy, generosity and willingness to get involved, and to the conference team for creating such a well-run event.