Driving customer retention from investing in identifying customer pain points
Venues NSW is the owner, coordinator and promoter of a portfolio of publicly owned sports and entertainment venues in NSW. It raises revenue through commercial activities such as hiring venues to sports and entertainment organisations, event ticketing, hospitality and catering. Kristin Haynes will discuss how they identified the key areas of focus to enhance the fan experience before the opening of Bankwest Stadium in 2019 as well as the on-going program for each of their venues including an insight into the new Stadium Australia experience when the doors reopen in 2023.
With over 46,000 students, University of Technology Sydney has become one of Australia’s highest performing universities since its establishment in 1988. In order to attract new students, ease the process of enrolment, and retain students into post-graduate courses, UTS has transformed their processes to ensure that their services are user friendly, digitised and meet the personal needs of each student. Tim Maillet will present on how he has lead faculty marketing and future student recruitment teams to adopt a 21st century approach to CX.
761,000 workers across Construction, Building and other allied industries are members of Cbus Super Fund, making it the industry’s largest superannuation fund. This has driven the organisation to improve its experience design for their growing customer base; in order to not only provide a superior product, but also a superior service and experience that gains the trust of employers and members across Australia. Monique Bate will discuss their development process to improve their CX and how they identified opportunities to become more customer focused, through data and analytics.