Sarah Wright

Head of Customer Experience & Strategy Latitude Financial

Sarah Wright, Director, Support Services, SaaS at ResMed, is a dynamic people leader who is passionate about engaging, challenging and retaining talent.

Sarah is focused on the end user resupply journey, optimizing our support metrics operation to share feedback with our product teams on support drivers and end user pain points. Sarah is most at home digging into opportunities to improve the customer experience and is extremely engaged with her teams in striving to deliver the highest level of patient care.

Sarah has over 15 years in operations management across global companies (BlackBerry, NTT Data- HI offerings and ResMed) delivering Premier Enterprise Technical Support, IT Consulting, and Heathcare Informatics software support.

Conference Day One: Monday, 27 May 2019

Monday, May 27th, 2019

2:45 PM Establishing a Culture of Customer-Obsession starting with an Enterprise-wide NPS and Bringing the Leadership Team Closer to Customers

After separating from the GE brand, Latitude Financial Services had an opportunity to re-establish who they were in the market. Deliberately ‘leapfrogging’ rather than undertaking a set of small steps; Latitude made a commitment to becoming a customer-obsessed organisation. After an 18 month period of top-down and bottom-up cultural change activities and implementing fundamental tools, they’re on the cusp of being able to integrate strategic CX in the business. In this session:

  • How Latitude Financial went about understanding the divide between where they were and where they needed to be
  • Implementing enterprise-wide NPS including transactional, episodic & relationship NPS with Medallia and how this enables the strategic approach to CX in the future
  • How the leadership team came closer to their customers through customer councils, a VOC mobile app, digitized juke box of customer calls and face to face time with customer facing employees
  • Lessons learnt from their journey so far and what’s next for Latitude including establishing a strategic CX framework, embedding a closed loop & experimentation with customer sentiment to personalize the customer service

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

Download The Latest Agenda