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.
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.