As NAB’s Wealth Management Business, MLC aims to provide its customers with strong insights into financial opportunities, end-to-end financial solutions and access to a broad range of financial services. In an attempt to align themselves with customer’s interests and adapt to the everchanging technological environment, MLC have invested in uplifting digital capabilities by developing an app and trigger-based program, both of which provide personalised information to customers based on their data. Lea Wright will expand on how MLC have developed the initiatives and how she bulletproofed the experience and design to ensure continuous delivery.
As one of Australia’s leading aged care organisations with over 1,700 staff and supporting more than 20,000 older people in South Australia and Victoria, ACH Group is working towards become and more customer centric organisation. In an attempt to combat the negative connotations towards aged care that the royal commission into aged care has had, ACH is putting their residents first, by installing a program that will enhance the residential experience and exceed aged care standards. Teresa Yeing will present on the steps they took to produce and develop the Good Life program at ACH Group.
In 2018, Hello Fresh delivered over 7.5 million meal kits worldwide to their customer base. Hello Fresh has continued to grow since its beginning and is creating a disruption in the grocery delivery industry, competing against the likes of Coles and Woolworths delivery services. However, Hello Fresh offers an experience to customers, creating meal preparation kits that assist with everyday living. In response to the rapid growth the organisation has faced, Hello Fresh is investing its time and efforts in ensuring its large contact centres are practices solid CX practices for their customers. Angela Grayson will discuss the following;
The Department of Transport WA provides strategic transport planning and policy, across the range of public and commercial transport systems that service Western Australia. Joan Brierley will be presenting on how the department has re-invented the employee experience by providing improved physical working environments, improving service delivery and usability, and attract new talent with choices and benefits.