Chief Customer Officer
Conference Day One: Monday, 27 May 2019
Monday, May 27th, 2019
12:05 PM Unisuper Case Study- Establishing A New Cx Function And Refining ‘Customer’ To Continue The Evolution Of Member-Centricity
Remarkably, award winning UniSuper only introduced their CX function in May 2018. While member-centricity is an integral part of the organisational DNA, UniSuper have been redefining their customer centric approach to improve the experiences delivered to Members, Employer Partners and employees. In this session Lee and Brendan will share their journey to date, including:
- Breaking the many myths associated with CX e.g. ‘CX is just pretty screens’ and ‘great CX costs more’ to attain stakeholder buy in and cross the tipping point
- Challenges which had to be overcome throughout the journey e.g. partnering with digital and driving a high quality result for customer.
- Reducing cost and risk of failure by continuously testing for experience.
- Some case studies of ‘wins’ to date e.g. embedding experience designers throughout the organization, using journeys to guide new programs of work and learning to prioritise better as an organization