Bianca Bowron-Cuthill, Intuit

Build Lasting Customer Obsession to Disrupt Yourself
In today’s global economy where technology continues to dramatically influence how we develop & deliver products for our customers, businesses need to continue to disrupt themselves from the inside out.
In this talk you’ll learn how:
• Intuit, a 36 year old start up continues to reinvent itself while maintaining a customer obsessed culture across the entire organization & how they continue to humanize the experience they deliver for their customers
• Intuit applies lean principles across every aspect of their business and the role this plays in innovation across the organization
• To implement an organization wide customer driven innovation program

Biography
Bianca heads the customer success team at Intuit Australia where she has led the fast growing team to win multiple Australian Service Excellence Awards over the past two years. These include Customer Service Professional of the Year (2018), Service Champions – Customer Service Project of The Year (2018) – and Service Innovation & Service Excellence in a Small Contact Centre (2017).
Bianca is an experienced leader in building a culture of innovation and is passionate about customer experience, innovation, coaching & building high performing teams. She is also one of Intuit’s globally accredited Innovation Catalysts which is a voluntary role that sees her coach customers and employees in Design for Delight methodology, both locally and globally.
She has 19 years’ IT experience, with expertise in the accounting and technology sectors. In addition, she’s worked extensively with development teams using both lean and agile methodologies and is an Agile certified professional.
Bianca previously worked for companies including MYOB, Solution 6 and Telstra where she undertook key internal and external facing roles encompassing customer care, product management, product development, consulting and operations. She is also the immediate past product leader for QuickBooks Online.
Bianca is also a certified Level 2 Organisational Coach, with the Institute of Executive Coaching & Leadership.