Mark Young

Senior Manager, Sales and Customer Experience La Trobe University

Conference Day Two: Tuesday, 22nd September 2020

Tuesday, September 22nd, 2020

11:00 AM Utilising VOC Practices To Identify Which Pain Points Are Impacting Overall Customer Experience, Across Different CX Channels.

With over 38,000 enrolled students, La Trobe University is responsible for delivering a student experience that exceeds expectation. From classroom engagement to campus culture, the university must deliver a high quality program that supports students’ academic pursuits, and ensures that the University has a lead indicator to performance based funding metrics. Mark Young will present on how La Trobe University is listening to the students to understand where they can improve the overall experience.

  • Engaging with real-time feedback from students to understand what areas need prioritised development and improvement.
  • Providing a 360 view of student experiences – from classroom learning to support services
  • Utilising text analytics to determine if a student is at risk of withdrawing or needs further assistance

Chair:


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

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