Monique Bate

Head of Experience and Engagement Cbus Super

Conference Day Two: Tuesday, 22nd September 2020

Tuesday, September 22nd, 2020

12:00 PM CASE STUDY: Analysing Customer Journey Data to Map Out Your Customers Experiences and Identify The Pain Points and Opportunities Throughout Their Journeys.

761,000 workers across Construction, Building and other allied industries are members of Cbus Super Fund, making it the industry’s largest superannuation fund. This has driven the organisation to improve its experience design for their growing customer base; in order to not only provide a superior product, but also a superior service and experience that gains the trust of employers and members across Australia. Monique Bate will discuss their development process to improve their CX and how they identified opportunities to become more customer focused, through data and analytics.

  • Experimenting with digital platform enabling software that relays realtime customer data and identifies areas of improvement and success.
  • Through research and development, understanding how to utilise customer data to advance processes, across CX channels.
  • Based off pain point identification, creating a foundation of strategies that will overcome and prioritise investment in areas, which require improvement.


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

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