Robyn James

National Manager of Customer Experience & Strategy Origin LPG

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

Conference Day One: Monday, 21st September 2020

Monday, September 21st, 2020

1:30 PM CASE STUDY: Growing Origin Energy Current 4 Million Strong Customer Base and Market Share by Enhancing CX Channels With Improved Technology Capabilities.

Origin Energy delivers today’s energy needs to more than 4 million electricity, natural gas and LPG customers, making them Australia’s largest energy retailers. Heading up the CX team of the LPG division at Origin, Robyn James will discuss how they have optimized all CX channels, and transformed internally to embrace journey mapping, new CRM technology, and develop a digital platform for customers, creating a more engaging and accessible environment for customers.

  • Re-defining complex problem solving activity by engaging with a high performance, customer focused team.
  • Trialing machine learning applications that assist with the development of a voice & analytics program.
  • Educating to ensure all employees are the on the same page and committed to engaging with enhancing CX expectations.

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

Download The Latest Agenda