In this presentation from CEM 2018, Michael
Berndt, Chief Customer Experience Officer, eHealth Queensland explores:
an overarching Service Delivery Excellence
Program to transform service delivery capability
utilising AI and digital
integration to make big gains in ICT health service delivery – smarter service
solutions, lower costs, in addition to more responsive and better quality
a Voice of Customer Program,
embedding the customer at the heart of the business
adoption of customer-led design
principles to create innovative and practical digital solutions
deep learning to transform
customer facing processes, enhancing digital capability
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