Craig de Rooden

EVP / Global Head of Business Improvement & Transformation
Toll Group

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Conference Day Two: Wednesday, 27th March 2019

Wednesday, March 27th, 2019

4:30 PM Leveraging Technology to drive an integrated Customer Experience at Toll Group

Toll is a 130 year old organisation with a rich history in transport and logistics. The past 30 years has seen Toll experience significant growth through strategic acquisitions across the world. While these acquisitions have brought growth,they have also resulted in a fragmented and now aging technology landscape that is impacting customer experience. In 2017 Toll launched a whole of business Transformation program, to realign and consolidate its organisation while in parallel uplifting core technology. In this session Craig will share the first half of this journey:

 Aligning the enterprise to enable an integrated customer experience

 Delivering technology and digital capability at pace in a complex legacy landscape

 Listening to the Voice of the Customer to inform design and change management