ICON Webinar: Client Centric Leadership - The Driving Force Behind Outstanding CX in Professional Services

Great client experience doesn’t happen by accident. It’s shaped by people who lead with intent - at every level.

This session explores:

• Why all practitioners should see themselves as leaders of CX
• The psychology of influence - and how to use it as a force for good
• The common traps, pitfalls and paradoxes of CX leadership
• The seven most important principles and practices of client-centric leaders

Whether you're managing a team or influencing through your work, this session will sharpen your thinking and give you practical ways to lead with a client-first mindset.

Our Speaker:

Peter Johnston

Strategy, Leadership and Transformation Consultant

Peter Johnston works with organisations to achieve cultural and behavioural shifts to become client-centred. He's run professional consulting teams across Europe, the UK, US, Australia and New Zealand, and now helps founders, owners and CEO's reinvent their organisations. After starting his career as an organisational psychologist, Peter applies behavioural science and research to help senior leaders tackle complex CX problems. Peter's day-to-day work involves collaborative co-design techniques such as clientand experience journey mapping to achieve behavioural change.

Date: 19 August 2025

Times: 

1:00 pm - 2:00 pm: Sydney, Melbourne, Brisbane

12:30 pm - 1:30 pm: Adelaide

3:00 pm - 4:00 pm: New Zealand

11:00 am - 12:00 pm: Perth, Hong Kong, Singapore

Price: Members: Free, Non-Members: AUD90.00