Webinar Series | Business and Finance Symposium | October 2020

BFS Sydney Webinar 2020

There is no better time for businesses to demonstrate their agility and provide a rapid response to the evolving needs of customers than during this pandemic. As customers adapt to the "new normal", how exactly can businesses level up to increased expectations? 

In the recently concluded sessions of RSM in Sydney's Business and Finance Symposium webinar series, it was established that when it comes to customer experience, the new normal's definition of 'good enough' is in fact, not good enough. 

View the webinar sessions below where CX experts provided valuable insights and strategies on how to better understand customers, leverage technology to gain a competitive advantage and achieve sustainable growth, in the current climate as well as in future, similar economic disruptions.


DID YOU MISS A SESSION OR WOULD LIKE TO VIEW THEM AGAIN?

Please refer to the links below for the relevant materials following each webinar session.

SESSION 1 | RIDING THE WAVES FROM DISRUPTION TO RECOVERY | 20 october 2020

Speaker: Kim Seeling Smith, Founder & CEO, Ignite Global Pty Ltd
RSM Moderator: Philip Price, Director – Business Advisory

WHAT WAS COVERED

In this interactive session, Kim discussed the following:

  • Phases from disruption towards recovery
  • What organisations and leaders must to quickly and effectively recover from an economic shock
  • Commercial and workforce considerations and its impact on customer experience
  • Competencies required for the Future of Work

RELEVANT MATERIALS

  • Whitepaper - How to Ride the Waves from Disruption to Recovery
  • Whitepaper - The Unified Theory of Everything People
  • Webinar presentation slides

Click here to download the materials >>

 

Watch the webinar recording below:

CX is paramount. We need to offer a great customer experience; we need to be at, or above, expectations. -Kim


SESSION 2 | business as unusual: transforming towards customer obsession | 22 october 2020

Speaker: Katja Forbes, Managing Director, Designit
RSM Moderator: Arlene Kristianto, Director – Business Advisory

WHAT WAS COVERED

In this interactive session, Kim discussed the following:

  • Overview of customer journey and customer experience
  • Quick wins: CX steps you can apply to your organisation
  • Recent trends that impact CX
  • Frameworks for short, medium and long term challenges (with use case scenarios and examples)

RELEVANT MATERIALS

Click here to download the presentation slideS>>

 

Watch the webinar recording below:

Customer obsession is going to fundamentally change how work gets done in your organisation - it's going to change how your organisation interacts with customers and decisions are made. -Katja


SESSION 3 | customer appreciation - the new gold standard in cx | 27 october 2020

Speaker: Darrell Hardidge, Founder & CEO, SAGUITY
RSM Moderator: Tim Goodman, Director – Corporate Finance

WHAT WAS COVERED

Darrell’s customer service strategies and training have influenced and been implemented in some of Australia’s leading companies. In this session, Darrell covered:

  • The key principles that define your CX strategy
  • The four-step framework to define a no. 1 service culture
  • The Power of a 10/10 customer experience
  • Customer Appreciation as a critical part of your CX strategy

RELEVANT MATERIALS

 

Watch the webinar recording below:

Different isn't always better, but better is always different. -Darrell


SESSION 4 | enhancing cx through digital transformation | 29 october 2020

Speaker: Laurel Grey, Senior Digital Analyst, RSM Australia
RSM Moderator: Patrick Flanagan, Director – Business Advisory

WHAT WAS COVERED

In the last webinar session in this series, Laurel gave an overview of how digital transformation can enhance customer experience. Topics to be covered include:

  • What is digital transformation?
  • What are the key drivers (i.e., risks and benefits) of digital transformation?
  • How do most businesses approach digital transformation?
  • Digital transformation framework for CX (with case studies)

RELEVANT MATERIALS

click here to download the presentation slides >>

 

Watch the webinar recording below:

Stop thinking that great technology is only for technology focused businesses or those that are further along in the digital transformation process - your business in now digital, you are now digital. -Laurel

For any questions about this webinar series, or to learn more about RSM in Sydney, please click here.

Authors

Arlene Kristianto
Partner - Sydney
Patrick Flanagan
Partner - Sydney
Philip Price
Partner - Sydney
Tim Goodman
Partner - Sydney
Laurel Grey
National Manager, Digital Advisory