Karen Wynn

General Manager of Customer Strategy and Experience RACQ

Conference Day Two: Tuesday, 22nd September 2020

Tuesday, September 22nd, 2020

5:00 PM CASE STUDY: Embedding Consistent CX Strategies Organisation-Wide and Using Quantitative Research To Strengthen Service Across Multiple Product Streams.

RACQ provides insurance to over 70% of QLD households, which is approximately 1.8 million people statewide. Due to its large membership base, RACQ has been working on creating consistent CX strategies across their multiple channels, in order to enhance the overall customer experience.

Karen Wynn will discuss how RACQ is working towards improving their CX delivery and maintaining consistency across all major CX channels, working towards maintaining a high NPS score and diversifying their touchpoints.

  • Implementing a new CRM service, organisation wide, in order to enable new CX plans and create consistency across the organisations processes.
  • Establishing a roadmap to delivering consistent CX across the organisation.
  • Utilising customer data from all CX touchpoints and implementing strategies that measure and highlight priorities for the organisation.

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

Download The Latest Agenda