Donna Price

General Manager People and Culture Melbourne Cricket Club

Hybrid Day One: Wednesday, 19 May 2021

Wednesday, May 19th, 2021

4:20 PM Going from Strategy to Implementation in Your Drive for VOC: Making Your Brand Name Synonymous with Positive Customer Experiences

In times of disruption, re-designing strategy can be critical in driving an organisation’s BCP and maintaining internal efficiencies. However, the true challenge comes when we go from strategy to actual implementation.

Our panelists will discuss the journeys they’ve undergone in driving CX change across the organisation, and how CX leaders can actively implement change to boost customer loyalty and retention.

  • Creating efficiency in the delivery of a uniformed CX approach to drive change and customer experiences
  • Driving internal team awareness of brand offerings, voice and ongoing business changes in a constantly disrupted environment
  • Using new digital solutions to drive better, long term CX efficiencies across the organisation so tasks are completed quickly