Following on from my recent interview, Influence marketing, Klout, social scoring and why they are important – Interview with Mark Schaefer, today I want to share with you an interview that I conducted with Rob Brown, Systems Thinking Director at Aviva, who has done some great work using system thinking and has had fantastic results in improving customer satisfaction, the delivery of customer service and employee engagement.
I met Rob when he spoke at a systems thinking event hosted by John Seddon and Vanguard Consulting.
This interview makes up number thirty-five in the series of interviews with authors and business leaders that are doing great things and helping create businesses that customers love.
Note: Before we get stuck into the interview, here’s an article: What is the Difference between Lean and Systems Thinking, that is worth reading.
Below are highlights from our interview:
About Rob (taken from his Linked In profile)
An accountant by profession, Rob has been at Aviva for over 20 years. He is now Global Systems Thinking lead for Aviva and his role is to:
You can connect with Rob on Linked In here.
Thanks to technovore for the image.