Transformation, Member Group, 26th April 2018

Transformation, Member Group, 26th April 2018


Experience Transformation – getting it right first time

26th April 2018   

8:30am  - 10am

Venue: MAA, 57-61 Charterhouse Street EC1M6HA

Co-chaired by Paul Vallois, MD @ Nimbletank and Kate Kapp Head of Service Design for Tesco 

An interactive session aimed at identifying the critical components for leading successful transformation strategies in which Paul and Kate will share their thoughts and learnings, successes and failures. This is a participative session and they will invite attendees to do the same in order to start to develop a high-level guide for those undertaking such task in 2018.

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Member-Only Group

The Transformation group runs twice a year, and is an opportunity to mix with clients and peers who work within Business, Digital and Experience Transformation.

Research suggests that CX with overtake both product and price in powering brand differentiation by 2020. While it sounds simple, transforming customer experiences to drive competitive advantage is anything but.

The group will look at some of the latest trends and challenges from both sides of the fence and provide an opportunity to feed into the agenda for upcoming groups.

All Member Groups provide the opportunity for members to have their say and share knowledge that can feed into the future direction of the MAA.

The agenda can be tailored to topics that are important to you.

Aimed at

The group is aimed at leaders working in transformation, digital and service design improving customer experiences and business outcomes.  

Lead by Paul Vallois MD, Nimbletank and Kate Kapp, Head of Service Design Tesco

Paul Vallois, MD, Nimbletank

Paul recently joined experience transformation agency, Nimbletank, as Managing Director where he’s responsible for the next stage of growth and development at the award-winning agency.

He brings with him almost two decades of agency experience working with clients to drive effective business change.

In his previous five years, as Partner at Engine, he helped numerous global clients, from Prudential and GSK to Ferrari and Nestle to redefine their experiences, propositions, products and audiences.

Prior to this he worked at a number of design, digital and integrated agencies and also drove a cross industry initiative with ISBA and IPA to improve client/agency relationships.

Kate Kapp Head of Service Design Tesco

Kate is Head of Service Design at Tesco, where for the past three years she has been setting up service design as new capability during a period of great organisational change. Prior to Tesco, her experience has been focused on working within large organisations undertaking either complex digital or customer focused transformation – work that has taken her from large media organisations such as BBC and Sky to time at the UK government and now into the fast-changing world of retail. As a result, she brings with her a wealth of experience, war stories and hard-won lessons, all learned whilst working within the belly of the beast on the front line of change. Her passion is helping large bricks and mortar organisations respond to the ever shifting sands of the digital era and become more adept at delivering joined up services that meets the needs of the real humans that use them.