27 - 28 May, 2019 | Sofitel Sydney Wentworth, Sydney, NSW
Robyn James, National Manager Customer Experience and Strategy at Origin LPG

Robyn James

National Manager Customer Experience and Strategy
Origin LPG

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

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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