In the wake of the Royal Commission, companies like Bupa, have had to re-think their customer strategies, turning to data assets to understand the behaviour of their customers, across all their operational environments. Providing healthcare to over 14.5 million people in clinics and hospitals, and having over 15.5 million health insurance customers, Bupa has been busy re-inventing their customer experience strategies, starting internally.
This presentation from John Rizzo, will share insights into how the unintended consequences of your organisational system – including organisational design, culture, planning processes, and governance mechanisms – can accelerate or undermine the success of your data-led customer strategy.
Nine is Australia’s largest locally owned media company with investments spanning television, on-demand video, print, digital, and radio. Nine is accountable to providing media services to millions of Australians across the country and with this, comes responsibility to respond to customer requests and enquiries with care, experience and efficiency. Rich Rose will present on how Nine has developed a human centered design lab which works towards innovating and implementing CX practices which delivers an experience throughout all touchpoints across Nine’s organisation.
As a membership based service that offers exclusive accommodation and dining rewards to over 800 hotels, 1100 restaurants in 18 countries, Accor Plus is accountable to the experience their members have, particularly in regards to retaining members and gaining new ones. Christopher Douglas will discuss how Accor Plus has re-designed their member experience by working on an Omni Channel project that will change their interaction with members and enhance membership engagement.
Foxtel currently has around 2.9 million subscribers across Australia, providing pay for television services. Operating cable and direct broadcast satellite television, Foxtel has experienced in recent year’s first-hand the disruption that online TV & film subscription services such as Netflix, Stan and Hayu have had on the broadcast television industry. Jason Smith will present on how Foxtel have used the customer data and information, to combat the disruptions and work with the competitors to maintain competitiveness in the market.