Robyn James

National Manager Customer Experience and Strategy Origin LPG

Transforming the organization from delivery-point focus to customer focus through organization values overhaul and CRM implementation

Conference Day One: Monday, 27 May 2019

Monday, May 27th, 2019

12:40 PM Leveraging Cultural Change to Provide Excellent CX at Low Cost to Increase Customer Portfolio

Origin LPG are setting out to change their service from a delivery -point to a customer focused system with a long term goal of expanding the customer portfolio. Soon this will mean transitioning from their ‘old school’ green screen system to a new CRM which will give a single view of customer, integrate LPG with the all of Origin and enable their transition into digital. Underpinning this change is an organisational re-focus on the Origin core values, a cultural change piece to ensure they are living these values and optimisation of internal processes. In this session Robyn will share:

  • How to pivot the culture across a very diverse workforce to achieve a consistent customer experience without diminishing individual passion and style
  • How exec buy-in was attained for the customer experience transformation and furthermore woven into the organisational metrics
  • How Origin LPG is working to deliver consistent customer experience as a low cost operator by ‘smarter’ resource allocation and using face to face services as a premium

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

Download The Latest Agenda