Melody Smith

Head of Customer Product Disclosure QBE Insurance

Conference Day Two: Tuesday, 22nd September 2020

Tuesday, September 22nd, 2020

10:00 AM PANEL: Understanding Customer Data and The Future of Consumer Behaviour In Order To Strategise Ways of Retaining Customer and Their Engagement.

Businesses that want to survive through massive shifts in customer options need to understand the evolving consumer expectations quicker and with higher accuracy. This requires unlocking new ways of understanding why consumers do what they do and what they will do next. Hear from CX leaders on how they are unlocking insights from consumers by utilising customer data to determine behavioral trends and adapting their CX to adapt and facilitate the trends.

4:30 PM CASE STUDY: Moving Everyone in the Same Direction: Synchronising Customer Journey into All of Organisation Initiatives.

QBE insurance Group provide a large array of insurance products to personal, business, corporate and institutional customers. Consistently ranking amongst the world’s top insurers, QBE employs over 14,000 employees and is responsible for delivering a high standard of customer service and experiences. Embedding customer journeys programs into all-of-company initiatives within siloed, complex environments can be challenging. Melody Smith will present on how large corporations like QBE can take their customer journeys to the next level by integrating them fully into organisational programs of work.

  • Understanding how to prioritise focus and investment, by identifying customer pain points across the organisation through complex and crossdepartment journey mapping techniques.
  • Highlighting the importance of creating a corporate environment that fully understands the necessity to be customer-centric, and ensuring all initiatives are being delivered across the company.
  • Ensuring all initiatives across the organisation are synchronised and address the same customer-centric values of the company.

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

Download The Latest Agenda