// This is a session at Innov8rs Sydney, 25-27 September 2018

All speakers and sessions here: https://innov8rs.co/sydney/speakers-sessions/ //

What's Critical for Successful Digital Transformation?

Suncorp’s Rachna Gandhi shares her insights on the prerequisites for successful digital transformation. She draws on her experience in establishing the flagship agency Service NSW, and at the sharp end of transformation in financial services – where technology, disruptive influences and customer expectations collide. Along the way she looks at critical for success – a high performing culture, an intelligent and responsive organisation, and getting broad buy-in to strategies for success.

Rachna Gandhi

Executive General Manager Customer Strategy and Digital at Suncorp Group

Rachna Gandhi is an expert in strategy, customer-centric design and digital innovation with a wealth of experience delivering transformations.

As Executive General Manager Customer Strategy and Digital at Suncorp Group, Rachna brings to bear her extensive background in digital transformation and building customer centric and commercially minded cultures to spearhead strategy and customer experience at Suncorp.

Prior to joining Suncorp, Rachna was CEO of the flagship NSW Government agency Service NSW. In this role, Rachna transformed the customer experience of government through the implementation of a pioneering digital-first one-stop-shop model. This model has become a domestic and international case study for successful delivery of service transformation. She led business growth from 15 million interactions a year to over 42 million, with a customer satisfaction score of 97% and a staff engagement score of 76%.  At the same time, Rachna drove efficiencies and further savings to government through the transformation of services.

Reflecting Rachna’s time at the helm, Service NSW was ranked first among government agencies and 24th overall on the Australian Financial Review’s Most Innovative Companies list in 2017, and winner in the Service Innovation category. In the same year, Service NSW programs and innovations won a prestigious PING digital innovation award, a NSW Premier’s Award and a Prime Minister’s Award.

Rachna’s career has centred on customer experience and strategy in the private sector across banking, wealth management and hospitality, both domestically and internationally.

Rachna recently featured in ‘The World We See’ publication, a compilation of personal letters from Australia’s leading CEO’s on their vision and desire for the next generation of female leaders.

Rachna holds a PhD in Consumer Behaviour, and postgraduate qualifications in Customer-Led Strategic Transformations from Stanford University (USA).