Thinking

Award winning transformation- With David Gallihawk

Transformation is essential for evolution.

Transformation is essential for evolution. This is especially true for enterprise organisations with hundred’s of thousands of customers. But how do you go about delivering a truly successful transformation project?

On this episode Tom Carpenter, a customer experience specialist at Clarasys, is joined by Refinitiv’s Director of Digital Products- David Gallihawk. Tom and David have an in-depth discussion on how they went about delivering an award winning transformation project in an enterprise organisation. The MyRefinitiv team have collected several awards including winning the award for Best User Experience at the Digital Experience Awards 2019. 

The two start off the discussion by talking about what makes a good customer experience and why other people should care. They then cover off three main areas of the project. The first being how to deliver a large scale customer experience transformation broken down further into how to kick it off, using Agile delivery methods and measuring success. The second is all about how to get buy-in from the rest of the business. And finally, how to implement personalisation into the customer journey.

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David Gallihawk is the Director of Digital Products at Refinitiv, a global provider of financial markets data and infrastructure. David has a wealth of experience in all things business analysis, functional architecture, change management and transformation. Thanks to David and Refinitiv for all their contributions to this episode of Never Mind the Pain Points.