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.
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.