27 - 28 May, 2019 | Sofitel Sydney Wentworth, Sydney, NSW
Rod Netterfield, General Manager Change and Customer at Auto & General

Rod Netterfield


General Manager Change and Customer
Auto & General

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

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Conference Day Two: Tuesday, 28 May 2019

Tuesday, May 28th, 2019


1:40 PM ‘No Silver Bullet’: How Auto & General Increased NPS by 20% in Under 2 Years

In 2017, Auto & General set out to improve NPS by 20% by 2020 (i.e. a BIG goal to have happier customers). Through a series of coordinated projects, initiatives and activities, Auto & General have already achieved this goal, well ahead of target dates. Now the challenge is in continuing to improve customer experience and building trust, while also working towards meeting two other BIG goals: to have happier employees, and to drive better business. In this session, understand how:
  • Auto & General continue to build capability and leverage the insights provided by their VOC platform
  • How Auto & General have started their Speech Analytics journey to complement and supplement other data and insight sources
  • Bring together process and customer teams to identify opportunities to improve internal efficiencies, and identify candidates for automation and robotics
  • Design team are now using journey mapping to build empathy and understand customer needs to be able to build products and services ‘from the outside-in'