Head of Customer Experience and Digital
Conference Day Two: Tuesday, 28 May 2019
Tuesday, May 28th, 2019
1:40 PM Building and Embedding Customer Experience Capabilities within SunSuper through Technology and Organisational Culture
SunSupers’ customer obsession journey began in 2015 when technology and customer functions were brought together. While at first the motivation for the customer pivot was bottom-up, the organization has successfully been taken on the journey and now this direction is led from top-down. Having secured executive support, developed the maturity of each pillar within the customer team and embedded this structure in SunSupers’ overarching transformational work: SunSuper is about half way along on the journey. In this session Karishma will share the journey to date:
- What has worked well in embracing customer obsession across the organization and what hasn’t
- How SunSuper is working to scale the customer capabilities and answering some big questions in doing so, such as: what does the workforce of the future look like? What capabilities will we need?
- Overcoming the challenges of the cultural shift, which have been the most challenging element on the journey