Progressive Leaders Summit Melbourne

Join us at our exclusive one day event to hear progressive business leaders describe how their organisations have reduced cost by millions AND increased customer satisfaction.

We are launching the Progressive Leaders’ Summit 2017 as the only world-class event in Australia dedicated to providing progressive leaders in service organisations with an exclusive platform to connect with Australian and international peers.

Private sector: Increasing sales and reducing costs.

Through applying the Vanguard Method, progressive leaders in organisations like IOOF, Aviva, E.On, O2, and Lloyds Banking Group have achieved substantial, rapid and innovative change, which has delivered outstanding results in service, efficiency, revenue and morale.

Hear how progressive business leaders have answered these questions:

  • Management is resisting change. Why?
  • NPS scores are good, but customer complaints are still rising. Why is that?
  • Sales are not increasing fast enough. Why?
  • Why do customers have to go on a journey to get what they want, why not just give it to them?
  • Investment in digital technology isn’t achieving the desired return on invested capital. Why not?

Public Sector: Saving money by doing the right thing.

Through applying the Vanguard Method, progressive leaders in Child Protection, Adult Services, Health, Police, Emergency Services and Housing have achieved substantial, rapid and innovative change, which has improved people’s lives and significantly reduced costs.

Hear how progressive public sector leaders have answered these questions:

  • How do we increase capacity with a constraining budget?
  • We have integrated our services but we still experience resistance to change, why?
  • Demand for services is spiralling out of control, how do we manage?
  • How do we design services that make an actual difference to people’s lives?
  • Investment in digital technology isn’t addressing users issues. Why not?

Learn how to save money AND increase customer satisfaction.

Conventional thinkers argue that you cannot save money and increase customer satisfaction at the same time. Pioneers in service organisations have proven this to be a fallacy.

Using the Vanguard Method, these pioneers have understood why they are failing customers – despite the best efforts, commitment, and skills of people within their organisation – and how to fix it.

At the Progressive Leaders Summit you will see the principles they have employed to design far more effective services; and to top it all off, you will see how improving effectiveness drives up customer satisfaction and at the same time drives down costs – and not by a little, but by a lot.

Each pioneer started in the same place – studying their services from a different point of view; you will hear how studying reveals counter-intuitive truths that fundamentally challenges thinking. This leads to astonishing results; with each pioneering leader acknowledging that results were far beyond anything that conventionally might have been thought achievable in any usual plan.

This is a well-trodden path that you will be able to follow; no need for faith or hope, no worries about whether it could work for you, only confidence that if you do as these pioneers have done you will achieve similarly remarkable results.

An example of progressive thinking in banking.

Progressive leaders in banking have achieved remarkable results through developing an effective service design.  In a bank’s home loans division, the time taken from application to payment reduced by 93% with applications now paid within days, and further advances & re-advances now paid the same day.

Failure demand reduced from 76% to 4%, and first point resolution rose to 90%, creating enormous capacity gains and reductions in cost.

The bank decreased the time to open and fund new accounts from an average of 51 days to the same day.

In Cards, the time taken from application to card issued halved, and the failure to use a new card in the first two months fell from 30% to 12%.

An example of progressive thinking and true public sector integration.

Progressive leaders in the public sector have achieved remarkable results through developing an effective service design.  In the North West of England, a genuinely integrated, multidisciplinary, problem solving team organised around what needs to be done, have shown that through the application of the Vanguard Method the following can be achieved; Demand relating to emergency services, housing evictions & enforcements, drug & alcohol misuse, and domestic violence, have all reduced.  At the same time, the demand relating to the participation in adult learning, skill levels & employment, school readiness, mental & physical health outcomes, and community engagement, have all increased.

As a consequence, there has been a 20% reduction in crime and a 10% reduction in all police incidents and anti-social behaviour.  In testament to developing an effective service design, 19 people are still alive that would have otherwise had died.

On top of these results, our work in people-centred-services shows how designing effective services has a dramatic impact on costs.

An example of progressive thinking in insurance.

Progressive leaders in insurance have achieved remarkable results through developing an effective service design.  In an insurance organisation their average settlement for claims reduced from 84 days down to 6 days.

They achieved savings of $46M on indemnity spend for a customer base of 500,000 customers in the first year.

In testament to developing an effective service design, their spend on IT was less than a tenth of what had been originally budgeted, and within 6 months customer satisfaction (as measured by NPS) went from -5% to +36%.

An example of progressive thinking in Superannuation.

Progressive leaders in Superannuation have achieved remarkable results through developing an effective service design.  In a Superannuation organisation, sales increased by 30% in the first year, resulting in their best numbers for funds under management.

Failure demand reduced from 92% to 18%, and customer complaints decreased by 89%, creating enormous capacity gains and reductions in cost.

The time to setup accounts decreased by 67%. The time to complete insurance claims reduced dramatically too.  As a consequence, they now have zero backlogs of work in operations.

An example of progressive thinking in telecommunications.

Progressive leaders in telecommunications have achieved remarkable results through developing an effective service design.  In an Telco, customer satisfaction (as measured by NPS) increased from -27% to +70% over an 18 month period.  As a result of differentiated service, advocated customers, in other words people wanting to buy more (actual advocacy as apposed to notional advocacy) increased by 226%, resulting in a 31% increase in revenue.

Failure demand reduced from 64% to 22%, and first point resolution rose increased from 0% to 42%, creating enormous capacity gains and reductions in cost; with costs per customer reducing by 96.5%.

The Telco improved performance across their Contact Centre, Moving Home, NBN, and Digital Services.

An example of progressive thinking in utilities.

Progressive leaders in utilities have achieved remarkable results through developing an effective service design.  In a utility, they saved $12m on the bottom line in the first year, and have projected saving of $200m over 5 years.

Failure demand reduced from 96% to under 50%.  This enabled them to reduce their number of Contact Centres from 15 to 4.

Customer satisfaction (as measured by NPS) went from -40% to +80%.  Churn plummeted.

As a result, they went from bottom of the retail league tables for complaints and customer satisfaction to the top, and won European awards for their innovations in service.

About the Vanguard Method.

To obtain differentiated results, progressive leaders are turning to the Vanguard Method which has received numerous academic awards for contribution to management science and were the first winner of the Harvard Business Review / McKinsey Management Innovation Prize for ‘Reinventing Leadership’.

We work in an unconventional way. We reject report-writing, ‘sending in the suits’, and change by tools, training, and projects; common consulting practices which fail to achieve sustainable change. Instead, we work alongside people in an organisation, providing a unique perspective and method, which results in sustainable improvement in both the bottom line and customer satisfaction.

We are currently active and working with progressive leaders in nine countries, and have now arrived in Australia.

Register your interest.

If you want to get significant results, make a difference to your customers, your organisation, your people, and be ahead of the game… then we look forward to hearing from you.

Please fill in the information below or contact the office at heather@thevanguardmethod.com