John Rives

Background

About John Rives

John Rives is a lead designer, consultant and facilitator in organisational change and customer experience. He works with Prof Carol Dweck (Stanford university) and Susan Mackie to develop Growth Mindset programs for organisations and schools. He has over 20 years of accumulated knowledge within service businesses including CEO of UCMS (Aegis) one of Australia's top 50 private companies. He formed Growth Mindset Institute in 2017 and Service Resonance in 2013. John formed Growth Mindset Institute as the sister company of Service Resonance due to the high demand for Growth Mindset programs. I help businesses transform their culture using customer centric processes and a desire to engage everyone to embrace the learning and growth that comes from change. In 2016 John, in collaboration with Prof. Carol Dweck and Dr Mary Murphy, developed a mindset assessment tool for employee selection and leader development. The assessment provides insights into a person's mindset and identifies areas where they may endorse a fixed mindset. This yields insights into how they think about developing themselves and others, how they feel about difficult and challenging situations. People with a growth mindset have been proven to set more challenging goals and persist in pursuing those goals longer. John developed the Service Dissonance Measurement System to enable businesses to design better Service Ecosystems. Service Resonance works with organisations to measure, assess and re-design their Service Ecosystems to become more Service Resonant. John was CEO of Australia's leading customer service outsourcer, UCMS now Aegis, until 2002. Prior to leading UCMS John was the CIO of Optus Vision for it's first two years as a start-up. John came to Australia in 1992 to establish Optus as a leading customer-centric brand. His work at Optus saw him gain a reputation as an expert in the field of service design.