Louise Portelli

Chief Customer Experience Office MLC Life Insurance

Conference Day One: Monday, 21st September 2020

Monday, September 21st, 2020

1:30 PM Aligning All Business Units Within Your Organisation To Adopt Customer Centric Values, whilst Ensuring All Units Remain Compliant with Regulation and Profitable.

For over 130 years, MLC has been providing investments, superannuation, and financial advice to over 1.5 million customers across corporate, institutional, and retail. Louise Portelli will discuss how the CCO can influence the core assets of organisational strategy and proposition design, and evangelise other business units to meet the needs of regulation and customers.

  • Utilising customer data to identify to business units where they can improve their CX practices.
  • Ensuring all business units have a transparent understanding of what Customer Experience is, and enabling collaboration across the departments.
  • Developing Strategy that addresses regulatory compliance, in correlation with meeting the needs of the customers through service offerings and delivery.

4:00 PM CASE STUDY: Understanding How To Balance Regulatory Change and Compliance, with Customer Improvement, All Whilst Maintaining Sustainable Profitability.

For over 130 years, MLC has been providing investments, superannuation, and financial advice to over 1.5 million customers across corporate, institutional, and retail. In response to the Royal Commission into Misconduct in the Banking, Superannuation and Financial Service Industry, MLC has been advancing its services and products by leveraging regulatory change and remaining sustainably profitable; by ensuring they meet the demands of regulation and customers through different CX improvement tools.

  • Understanding, in depth, where and how customer data is being retrieved, and ensuring customer data is managed to meet regulatory expectation.
  • Utilising journey mapping and CX measurement tools to create a 360 view of your customers and ensure you are developing products and services that meet the needs of your customers.
  • Developing strategies, across business units, that facilitates sustainable profitability and competitiveness in the market.

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

Download The Latest Agenda