Please join us for some thought provoking conversation with interesting people keen on design thinking. This month we're exploring the psychology of waiting...
PSYCHOLOGY OF WAITING
Benjamin Franklin should have said that there are 3 sure things in life, death, taxes and waiting. It is fair to say that in business the better your waiting experience, the better your service. In this presentation, we will uncover the psychology of waiting and show you some examples of some awesome experiences across multiple channels, face to face, telephone and online. We will also give you real life data from our recent case studies with government, business and retail that highlight how the smallest changes can uncover huge benefits.
We would recommend this for anyone who is responsible for increasing satisfaction in any channel where people have to wait. We also promise you, after this presentation you will never wait in line the same way again.
Freya Elliott heads up Customer Centric Culture Change at CEC. Their culture change approach focuses on people, their behaviours, beliefs and motivations.
CEC is leading the application of Design Thinking tools for culture change in the Australian marketplace. CEC has worked with a number of government and financial organisations to successfully shift their organisational cultures toward customer centricity. CEC believe that developing a true customer-centric culture is the single largest challenge in any organisation’s customer transformation programme.
Thanks to ThoughtWorks Sydney for hosting us and providing refreshments.