Rob Findlay 42 connections

Half-caf decaf with a twist of lemon

Choice - always not enough, or simply too much. Wherever you look there are thousands of books to choose from, dozens of configurations in the PC you buy, so many different products lining the supermarket shelves that you either can't find anything, or get so particular in your 'settings' that life... more »

The 10 roles of the Change Agent

So, you feel like an odd one out. You wonder why no one in the room can see the blinding obvious. What we should all be doing. But its the standard politics, or lack of accountability that seems to be stunting your organisations ability to head in the RIGHT direction (or the right one as you see... more »

Making A Move

So some news here at The Bank Channel.I've decided after 3+ years to make a move. And its not just down the road to another Aussie bank.My current role here at NAB is Customer Experience Manager in Direct Channels. And its been a great job, working with some fantastic people. Especially recently... more »

Own the process, share the outcome

A colleague and I were taking the 10000th person through our project process and progress, and we were trying to articulate our stakeholder engagement philosophy, when it occurred to me why it had gone so well to date.Normally, a project like the large online project we ran usually ends up with the... more »

From Online To Digital

Here is the presentation I gave recently to the FINSIA Innovation in Retail Banking conferenceFrom Online To DigitalView more presentations from The Bank Channel. more »

A fertile customer experience structure

"Sorry, I don't know how to get past the protocol for this particular credit card, as the system is down and a decision on approval will take a couple of weeks anyway"There are more than a few things wrong with this statement. Or put more accurately, there are a few things wrong with an organisation... more »