All Access: The AI Revolution in CX APAC 2024
19-20 March 2024
l Deep Dive Series | 9AM SGT
Laurette Lane
Credit Operations Manager Toyota Finance New ZealandI am the Credit Operations Manager for Toyota Financial Services in New Zealand. In my role, I oversee the operations department, including the contact centre. Toyota Finance provides financing options for vehicle purchases through Toyota, Lexus, and Mazda dealers. We offer direct sales channels and fleet management solutions. I lead the teams that handle various aspects of the loan life cycle, including assessing loan applications, processing loan documentation, and conducting financial analysis for large fleet leasing requirements. Additionally, my teams provide in-life customer service support and manage accounts that experience payment difficulties or defaults via our Customer Contact Centre. With over 20 years of experience in banking and finance, I have held my current position at Toyota Finance for the past three years.
Day Two - 20 March 2024
10:00 AM FIRESIDE CHAT AND DEMO: Implementing sentiment monitoring to improve customer retention
Toyota Finance New Zealand embarked on implementing their new contact center system in 2021 and since then, they have been able to gain deeper insight and granularity on their self-managed analytics to improve CX. We’ll be joined for a chat with Laurette Lane who manages all customer contact-based operations within Toyota Finance New Zealand to drive continuous customer communication and enhance retention. Our conversation will dive into:
Company structure and daily operations at Toyota Finance New Zealand
- Why investing in sentiment monitoring has been of added value and what channels are you operating in?
- What queries and key words are being used in the self-managed analytics to enable a faster reaction
- What trends have you witnessed, and processes have you changed as a result of self-managed analytics?
- What KPIs are you measuring and what changes are you expecting in the next 2 years?
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