With over 2.6 million members at NRMA, internal buy-in has been of real importance to initially drive the customer strategy and experience design. The priority has centered around listening to the customer, gaining customer feedback, understanding what customer value means and developing strategies to remain relevant. This session will address:
· How we developed ‘squads’ internally to break down silos and improve customer response times
· Aligning brand, reputation, and agile ways of working to anchor our strategy back to the customer
Discovering pain points, proof points and success metrics to build upon
A global leader, Graymont's products are essential in addressing today's most pressing environmental issues while supporting vital industrial processes and agricultural needs. Join Graymont's Customer Service Manager (APAC), Aiden Turner, for a fireside chat as he discusses the importance of adopting the right technology and having a sound CX strategy that assists in aligning a customer-centric culture across the organisation.
Businesses succeed when they are customer obsessed. Enhanced customer experiences can be delivered through data centric practices that help improve personalization. Customer identity unification is turning out to be the bridge between foundational data practices and the ability to leverage insights for true experience orchestration. This leads to increased retention, lower acquisition costs delivering better ROI by driving business from look-alike, high-value customers.
This session will address:
Most people don’t think of data and customer sentiment as two sides of the same coin, but at SAS we believe that customer analytics empowers curiosity, creativity, courtesy and culture – what we call C4. Many CX leaders struggle with getting cut-through, being able to link revenue increases to campaigns, and relate to their customer’s context at an individual level. In this talk, you’ll discover how brands get on the front foot with their customer experience, through data.
Customers are changing and, with it, so are the expectations of a great customer experience. And, your employees are even more critical to the customer experience and your success than ever before. Operating in today’s Experience Economy requires a different way of thinking and a different approach. Join this webinar to find out why experience matters and how you can improve your employee experience, make your workforce more effective, and deliver exceptional customer experience to excel in today’s Experience Economy.
Fulfilling the Five Senses and Using a Hybrid Approach to Alleviate the Customer Journey
The Drive for Purpose: How to Build Customer Loyalty