The No. 1  Customer Experience Event in Australia & NZ

26 - 28 May, 2020 | Sydney

Raed Moukaram

Executive Director, Member and Market Insights USAA

Developing a Customer Service Culture that has driven consistent business growth for 8 years and a NPS score ranking in the top 1% of USA businesses

Post-Conference Workshops: Wednesday, 29 May 2019

Wednesday, May 29th, 2019

2:00 PM Creating a High Quality Customer Experience Through Every Touch Point

Increasing touch points for customers have significantly increased the complexity of delivering a consistent, high quality customer experience. Gone are the days of having to provide consistency across just email and telephone channels. With the introduction of additional channels like live chat, chatbot, apps, in app messaging, Facebook the challenge is in coordinating each of these services to provide what the customer needs, with an experience that delights, every time.

This workshop is an opportunity to benefit from the insight of Raed Moukarem, Executive Director- Member and Market Insights at USAA. We invite you to share with us beforehand, your biggest challenges in delivering a high quality Omnichannel experience, Raed will be tailoring this workshop around your biggest collective pain points.

What you will learn:
  • How to drill down into what your customers require from each channel
  • How to create a culture of service, which permeates across all channels
  • How to simplify management of the omnichannel environment
  • Tips for creating better services


Conference Day Two: Tuesday, 28 May 2019

Tuesday, May 28th, 2019

9:10 AM How USAA’s Industry Leading Service Culture improves the Effectiveness Marketing Spend, Elevates Customer Satisfaction & Maximizes Business Growth

A commitment to caring for their members has enabled USAA to remain competitive in the financial services industry for nearly 100 years. Nearly 5 years ago USAA strengthened this commitment to customer through introduction of the NPS and a focus on Nurturing a USAA culture with a continued focus on member satisfaction. USAA has received global recognition for this CX program and the results speak for themselves:
  • The highest NPS score in USA’s financial services sector and among the top 1% across industries
  • Consistent business growth for 8 years
  • More effective marketing spend

What’s the secret ingredient in this recipe? It’s the customer service culture. In this keynote address, Raed will share insights into:
  • Building the capabilities to incorporate customer surveys and untidy data into actionable insights for the business across all channels
  • Taking an iterative approach to sustaining a culture of service by making small tweaks to behavior based on customer data
  • Measuring the culture of engagement through employee experience and tying this to CX

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

Download The Latest Agenda