27 - 28 May, 2019 | Sofitel Sydney Wentworth, Sydney, NSW
Sarah Wright, Head of Customer Experience & Strategy at Latitude Financial

Sarah Wright


Head of Customer Experience & Strategy
Latitude Financial

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

Download The Latest Agenda

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