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UX Australia 2016: Moving the digital frontier: Transforming a large enterprise to be customer centric

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It seems like everyone is talking about CX and UX nowadays - and some of Australia and the World’s biggest companies are getting in on it. Especially the banks and large multinationals - see Adaptive Path being acquired by Capital One and Fjord by Accenture.

Whatsmore some of the world’s leading digital talent is being attracted in to these new digital functions – the Head of Digital for ANZ was formally the MD of Google Australia. Insourcing is, arguably, the new black.

So, what’s it like to work in these hothouses and what does it take to make it work?

This talk reflects on period over the last 2 years at ANZ Bank where a newly created CX team replaced the entire digital experience of a Big 4 Bank (and one of Australia’s top 5 companies) whilst introducing a new team, methods & culture along the way.

In this talk Chris Khalil will share the journey of his team, warts and all, with plenty to learn for those who are keen on seeing their team’s influence grow and shape company strategy, for those that want to understand how they can set the stage for great design to flourish in complicated environments, for those that want to be design leaders and for those that participate in a team and want to help drive it’s future success.

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UX Australia 2016: Moving the digital frontier: Transforming a large enterprise to be customer centric

  1. 1. CHRISTOPHER KHALIL Head of Digital CX Design, www.cxdesign.anz.com.au MOVING THE DIGITAL FRONTIER: TRANSFORMING A LARGE ENTERPRISE TO BE CUSTOMER CENTRIC
  2. 2. 2.5 YEAR JOURNEY
  3. 3. ANZ - A BIG COMPANY https://flic.kr/p/wqvTqQ
  4. 4. http://assets.bwbx.io/images/users/iqjWHBFdfxIU/ikVaFDFf54yk/v1/1200x-1.jpghttp://www.currencywatch.co.uk/images/new-zealand-dollar-outlook-ATM.jpg
  5. 5. https://flic.kr/p/5oNvDP
  6. 6. https://aos.iacpublishinglabs.com/question/aq/1400px-788px/how-can-my-teenager-make-friends_39535e87bf2dbc60.jpg?domain=cx.aos.ask.com
  7. 7. ANZ - A BIG COMPANY https://flic.kr/p/wqvTqQ
  8. 8. http://img.wallpaperfolder.com/f/516751E9E8D7/water-3d-view-blue-ripples.jpg
  9. 9. http://www.slideshare.net/stefanc7/user-centered-design-536969
  10. 10. https://flic.kr/p/nY2N1k
  11. 11. http://cdn.modernfarmer.com/wp-content/uploads/2014/11/shoppinghero.jpg
  12. 12. Jussi Pasanen
  13. 13. http://parcolympique.qc.ca/wp-content/uploads/2014/02/Vasque-olympique_MV_1082_RGB_ret.jpg
  14. 14. http://edge.alluremedia.com.au/m/l/2015/07/AustralianMoney.jpg
  15. 15. https://flic.kr/p/kmyjdw
  16. 16. https://flic.kr/p/a7Ef9V
  17. 17. https://flic.kr/p/5JpR76
  18. 18. DID WE MAKE A DIFFERENCE?
  19. 19. AND IF WE DID… HOW WOULD WE KNOW IT?
  20. 20. Day 1 24 Months Doubled team size Currently hiring - www.cxdesign.anz.com.au
  21. 21. WE ALSO DID A FAIR BIT MORE 74 PROJECTS 283 PRODUCTION REQUEST
  22. 22. https://flic.kr/p/yTCSk
  23. 23. http://www.slideshare.net/stefanc7/user-centered-design-536969
  24. 24. https://aos.iacpublishinglabs.com/question/aq/1400px-788px/how-can-my-teenager-make-friends_39535e87bf2dbc60.jpg?domain=cx.aos.ask.com
  25. 25. PICTURE OF ADULTS www.cxdesign.anz.com.au https://flic.kr/p/o4ZR6h
  26. 26. THANK YOU www.cxdesign.anz.com.au Twitter: chris_khalil

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