Richard Young

Program Director, Bankwest

Closer to the customer

Sherlock Holmes value detection  with Diana Adorno

“It is a capital mistake to theorize before one has data.”  – Arthur Conan Doyle

The art of uncovering the real value can be subtle and needs attention to detail. In doing so, the principles of Sherlock Holmes can work perfectly to help us shape our investigations and conclusions. Careful observation is key, as are informed deductions.

In this talk, Richard Young and Diana Adorno will share how Sherlock principles apply to value detection. They will use real examples where they tested the starting pre-conceptions of the team and stakeholders against what customers really wanted – and will discuss the eye-opening conclusions. Attend this talk to learn how to be a great sleuth!

About Richard Young
Richard Young is Product Owner for the new Home Owner experience and is part of the Customer Transformation program at Bankwest. Richard was destined to follow in Conan Doyle’s footsteps training in the same Medical School, and living around the corner from the London house he wrote many of the Sherlock stories. His passion for the scientist Sherlock translated nicely into sleuthing out customer value in corporate Australia, which has been his mantra for the past four years as part of a keen group of value detectives in this key transformation program.

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