ACC has undergone a significant transformation including creating new customer orientated capabilities, new resilient system infrastructure, new approaches to injury prevention and new ways of managing our clients and working with our partners and providers in the health system. It is vital that our internal culture is centred around the customer vision, to ensure both the customer experience and the outcomes are aligned. We have taken time to streamline our internal functions to optimise the investments we have made and continuously deliver value for our customers. Sound easy? Think again. This session will address:
With customer expectations evolving at rapid pace, and a global shift towards virtual and hybrid working, contact centres are turning to analytics to generate actionable insights and power customer experiences, quality and ROI.
Hear from Mat Austin, Senior Retail Operations at Ergon Energy Retail and Cameron Adams, Director Solution Consulting at NICE and discover cutting-edge strategies for powering your CX through analytics and AI including:
Providing great Customer Experience (CX) is not a "nice to have"; if companies want to remain competitive, it's a requirement. Yet providing a great customer experience is only possible with a strong customer-centric organization, and for many companies, this requires a transformation in how they do business. In this session, we will discuss the varying levels of CX maturity as well as the 5 pillars needed to build a strong customer-centric organization
We all know that happy employees deliver happy customers. But, building an effective and integrated EX+CX program requires careful planning and support from your HR colleagues.
Never fear because there are 3 fast and practical things that all CX professionals can start doing to get employees to supercharge your customer experience efforts.