Jodie Davis

Associate Director – UniAccess Student Central The University of Newcastle

Conference Day One: Monday, 21st September 2020

Monday, September 21st, 2020

Conference Day Two: Tuesday, 22nd September 2020

Tuesday, September 22nd, 2020

11:00 AM Utilising VOC Practices To Identify Which Pain Points Are Impacting Overall Customer Experience, Across Different CX Channels.

With over 38,000 enrolled students, La Trobe University is responsible for delivering a student experience that exceeds expectation. From classroom engagement to campus culture, the university must deliver a high quality program that supports students’ academic pursuits, and ensures that the University has a lead indicator to performance based funding metrics. Mark Young will present on how La Trobe University is listening to the students to understand where they can improve the overall experience.

  • Engaging with real-time feedback from students to understand what areas need prioritised development and improvement.
  • Providing a 360 view of student experiences – from classroom learning to support services
  • Utilising text analytics to determine if a student is at risk of withdrawing or needs further assistance

Chair:


11:30 AM CASE STUDY: Understanding the Customer Experience Through Data Base Measurements and VOC to Indicate Which Touchpoints Require Prioritisation and Investment.

Over the past decade, Bunnings has grown and established itself as one of Australia’s leading retailers, generating revenue of over $13 billion in 2019. In response to physical growth and customer growth, Bunnings have invested time in understanding their customer data through measuring customer satisfaction indicators and VOC to understand their customers experience and the areas they need to invest priorities and time to enhance customer satisfaction. Steve Hoffman will present on how his team have introduced measurements of customer sentiment through VOC, feedback and surveys to respective areas and initiating projects throughout the organisation.

  • Simplifying the view of the customer’s journey to create a story that will translate to the adoption of CX values across your organisation.
  • Strategising with units as to how they should drive their approaches to enhancing the customer journey, through a simplified CX lens.
  • Utilising customer verbatim to paint a story as to what areas are creating inconvenience and require specific attention, particularly in regards to customer satisfaction and expectations.

Chair:

12:00 PM CASE STUDY: Combatting The Digital Challenge of Personalisation with VOC and Other Feedback Capabilities in Order to Engage Customer Base With Your Services.

As one of Australia’s leading universities, the University of Newcastle is working towards personalising their student experience by developing their digital capabilities and installing a personalised website for students, which provides them with the necessary information they require to improve their on-boarding experience. Jodie Davis will present on the process of initiating this program, utilising student data to improve the digital service and, improving the digital experience for students all whilst maintaining an effective operational environment.

  • Understanding the student demographic and utilising student data from feedback and VOC practices to understand where students expect stronger services.
  • Uplifting digital capabilities through automation initiatives that provide personalised information to students about enrolments, census dates, student & campus life, exam timetabling etc.
  • Utilising roadmap and journey mapping pathways, to understand the areas within overall student experiences are underperforming, in order to understand where priorities and investment should be focused.

Chair:


Check out the incredible speaker line-up to see who will be joining Jodie.

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