Europe’s largest airline, Lufthansa Group, welcomed 142 million passengers in the year of 2018, which was an 8.4% increase in passengers from 2017. Averaging 11 million passengers, across 271 destinations in 105 countries, Lufthansa Group has completely re-designed their customer approach, becoming a more customer-centric organisation that differentiates itself from other airlines through its CX platform. Emil Begovic, Head of Customer Experience Management for Lufthansa, will discuss how he adopted the design thinking methodology to redesign the company’s CX program through developing a tool that creates a more automated, self-servicing approach for passengers, with the goal of relieving the stress of travel, cutting down travel times, and creating more ease for passengers.
In the wake of the Royal Commission, companies like Bupa, have had to re-think their customer strategies, turning to data assets to understand the behaviour of their customers, across all their operational environments. Providing healthcare to over 14.5 million people in clinics and hospitals, and having over 15.5 million health insurance customers, Bupa has been busy re-inventing their customer experience strategies, starting internally.
This presentation from John Rizzo, will share insights into how the unintended consequences of your organisational system – including organisational design, culture, planning processes, and governance mechanisms – can accelerate or undermine the success of your data-led customer strategy.
Origin Energy delivers today’s energy needs to more than 4 million electricity, natural gas and LPG customers, making them Australia’s largest energy retailers. Heading up the CX team of the LPG division at Origin, Robyn James will discuss how they have optimized all CX channels, and transformed internally to embrace journey mapping, new CRM technology, and develop a digital platform for customers, creating a more engaging and accessible environment for customers.
As the world’s leading imaging organisation, Canon is renowned for innovating and inspiring communities with their extensive range of products and services. Canon’s total revenue in 2018 was over $5 trillion AUD worldwide, and with such a vast & global customer base, it is important for Canon to have a strong customer experience strategy in order to retain and attract new customers. Skye Nicholls will discuss their future thinking strategy to re-imagine the customer journey, improve customer life cycle and modernize their VOC and NPS through marketing automation, self-service technology.
ANZ’s strategy is to make banking easier for every customer, by building capabilities that deliver more insightful and connected experiences for customers at every touch point. Through the utilization of data and measurement insights, ANZ has been able to utilise this, along with automation, to improve service delivery and design a more customer centric organisation.
As one of the Nation’s largest Aged Care providers across Residential, Community, and Retirement Living, Uniting Care Queensland has a rich relationship and deep understanding of Ageing Australians. In addition, although Customer Experience practices are new to the sector, UCQ has a team of 10 dedicated to improving the experiences we provide to the tens of thousands of Queenslanders we support. Luke Garrett, GM Customer Experience and Innovation will present on:
Being a small bank of 30,000 customers and 60 employees, Gateway has the advantage of providing a more personalised service. They like to think of themselves as a microbrewery of banking, but without the dodgy moustaches. Gateway believe customer experience is the biggest economic asset a company can have and culture is the only sustainable competitive advantage. Ex CCO and now CEO of Gateway, Lexi Airey will present on how she and her team developed programs that enhance the workplace through mutual understanding.
Lake Macquarie City Council has moved from a traditional emphasis on assets and services to treating customer and employee experiences as two sides of the same coin. This journey offers insights into cultural transformation that are transferrable to any diversified organisation aiming to put customers at the heart of its activities.
For over 130 years, MLC has been providing investments, superannuation, and financial advice to over 1.5 million customers across corporate, institutional, and retail. Louise Portelli will discuss how the CCO can influence the core assets of organisational strategy and proposition design, and evangelise other business units to meet the needs of regulation and customers.
AMP Australia seeks to support Australians manage their wealth. In 2018, AMP Australia had helped over 100,000 Australians with banking needs, and provided over 6,000 new home loans. With a growing customer base in mind, Ant Dureau will present on how AMP is driving organisational change through combining commercial and strategic thinking that will enhance CX capabilities, organisationwide.
SportsBet is Australia’s largest online sportsbetting company, with turnover exceeding $4bn and over 2 million customers. In this environment, it is important for SportsBet to secure efficient cultural mechanics, organisation wide, to ensure the workforce is taking a customer-centric approach. Elizabeth will discuss how she is embedding CX mechanisms across the organisation to ensure all employees are customer minded at all times.
For over 130 years, MLC has been providing investments, superannuation, and financial advice to over 1.5 million customers across corporate, institutional, and retail. In response to the Royal Commission into Misconduct in the Banking, Superannuation and Financial Service Industry, MLC has been advancing its services and products by leveraging regulatory change and remaining sustainably profitable; by ensuring they meet the demands of regulation and customers through different CX improvement tools.
For many organisations, tailoring interactions with customers across a variety of channels has lost a personal, human-centred touch; due to digitisation and technology leaning people towards less face-to-face communication. With people turning to technology to gather information, find support, and engage with companies, CX leaders are now turning to new technology, in order to create more intuitive and personalised approaches to customers and their needs. This panel will discuss how they have leveraged technology to understand their customers’ needs and expectations, and address them in a more attentive way.
With annual turnover of around $300 million and over 45,000-registered organisation, the NSW Business Chambers is responsible for a large amount of clients. This requires a major over haul of the internal culture, in order to provide customers with the best experience as possible. Richard Spencer will discuss how he instigated a complete re-modelling, re-naming, re-branding and changed the digital platform of the organisation, in order to accommodate a better experience for their registered customers.