Why do this and how to take the first steps, guided by behavioural science
We know that nothing truly impactful happens in CX without the endorsement, buy-in and role modelling from senior leaders.
Skillful 1-1 client conversations, seeking and acting on client feedback to drive relentless improvement, highly responsive and reliable client practices - these things (ideally!) start with senior leaders showing others how it's done.
But many firms leave CX leadership capability to chance.
During this fast-paced and interactive talk, we'll explore why leaving CX leadership capability to chance causes significant issues, and what some firms are doing to resolve these issues.
We'll then outline the steps firms can take to put a CX leadership capability plan in place to achieve lasting CX behavioural change, via the influential attitudes, habits, practices and behaviours of its senior leaders.
During the session we'll also share:
- what a truly client-obsessed professional services executive team looks like
- behavioural science principles for lifting CX leadership capability
- organisational change tips for expanding the influence of these leaders across the front line
Speakers:
Peter Johnson
Consultant
PJ is a client transformation and leadership specialist, helping founders, CEO's and senior client leaders differentiate through well defined, innovative and ambitious client leadership. PJ was recently a judge for the global ICON Client Experience awards, and has published with Oxford University Press on leadership, motivation, culture and behavioural change. He partners with tier 1 universities to advise on leadership curriculum, and to develop and deliver Master's level courses on leadership, critical thinking, collaboration and problem solving in the age of AI.
Event Details:
Date: Thursday, 15 October 2026
Time: 7:30 am – 9:00 am
Location: Beca, 124 Halsey Street, Auckland CBD, Auckland 1010
Price:
Members: $40.00 | Non‑members: $90.00